Complaints

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

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  Closets By Design of Atlanta

  2880 N Berkeley Lake Rd NW Ste 4 Duluth, GA 30096-4399

• 

  Closets By Design of Atlanta

  3165 Corners North Ct Peachtree Corners, GA 30071-1557

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:10/11/2022

  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.

  This company scheduled my appointment for a custom closet a month and a half out. Well, the of the installer called saying he would be late due to a missing part. Mind you they scheduled over a month out so being prepared is what we expected. After being 4 hours late, the installer (although very kind and professional) was unable to complete the install and left a mess. Its been a week and half and no communication as to when they will find our panel and complete the closet. They also have not offered to refund any money as a result of this experience and incomplete job. Our life is in chaos as we had to remove everything from the closet for the work to be completed. Now, we have no response and no idea when they will complete the job. I called management hoping to get answers and potentially some compensation and was told they offer no compensation even when its their fault nor have they offered any reasonable turnaround on when they will have the projects. So unprofessional and selfish to leave us this way and refusing to call back is a big issue. We were told when we signed that the work would be completed in 1 day over 4-5 hours. Well this just was not the case and we are in a mess. This was an all day job that has sat idle for 2 weeks now. I Do not recommend this company and would like a refund!

  Business Response

  Date: 10/18/2022

  The client signed a contract with Closets by Design on August 16, 2022, for a Custom Master Bedroom Closet.
  The installation of the Custom Master Bedroom Closet was scheduled for September 30, 2022.
  The clients Custom Master Bedroom Closet was designed to 120 tall which requires a special-order material, our standard heights are 84or 96.
  Unfortunately, we experienced a delay in receiving enough material from our supplier. We had not notified the client of this prior to the installation day because our supplier had promised us that the material would be received on time.
  The installer was delayed as the client stated because we were anticipating the arrival of the additional material required. The installer was able to complete the installation of 9 out of 11 sections.
  We spoke to the client on October 4, 2022 and advised that we were still waiting for the special-order material. The supplier was quoting arrival on October 6th or October 7th but we did not want to schedule our return visit until the material was in our possession.
  The material required to complete the clients Custom Master Bedroom Closet was received on October 11, 2022. We called the client that same day and scheduled to return to the clients home on October 12, 2022, to complete the installation of the clients Customer Master Bedroom Closet.
  The installer returned to the clients home on October ******* and completed the remaining 2 sections of the clients Custom Master Bedroom Closet. We also called the client on October 12, 2022, to confirm that the job was completed to her satisfaction.
  It is certainly our goal to complete all our custom installations in the time frame quoted at the time of sale but unfortunately,when you are depending on special-order material from outside sources it is not always in our control. As we are all aware, of the shortages that many suppliers and stores are still experiencing.
  We certainly apologize for the delay and hope that the client is enjoying her Custom Master Bedroom Closet.

• Initial Complaint

  Date:09/29/2022

  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.

  Very disappointed in the terrible customer service and I use the word service VERY loosely. We waited months only for the day to arrive and NO ONE showed up on even called. We had to call them only to get an attitude in response. Then the next day when were were informed someone would arrive the next morning, no one arrived until nearly 2:00 PM. You guessed it they could NOT finish the job causing me to 3 days of work without explanation or apology. Keep in mind we paid half (of 4 installs) up front. The sales representative sale agents ****** lied and changed the contract. She lied about about EVERYTHING. She lied about the shoe rack being slanted which I paid for, she lied about the mud room bench being 96 inches, she lied being present for install and walk us though the process LIES, LIES, LIES! Then I called the company for 3 days in a row only to be told that I could purchased the extra items that I already paid for. The Lead Sale Manager named ******* was VERY rude and refused to allow me to speak with anyone above him with any authority or customer service. I want a partial refund of $2500 for the upgrades I paid for that I never received. The owner ****** and ********* Parmer have not reached out to me or responded to any of my complaints. StephanieParmer

  Business Response

  Date: 10/06/2022

  On 9/26 @ 7:52am we called and spoke to **************** to advise that due to the risk of COVID we would be unable to start his install today but would be out the following day. **************** phone number was the original phone# on the clients file. **************** said OKAY, he did not present an issue with this.
  On 9/27, our installer arrived at 1:14pm.
  It is not part of our process to have our designers present during installations.
  While speaking with the client on 9/28, the client advised us that she blocked the designers phone number so, our designer was not able to discuss the clients concerns with her. The client also stated she left messages with our answering service but, we do not have an answering service.
  Client claims that no one apologized to her but on 9/27 and 9/28 when both the Installation Managers apologized, she told them to stop it.
  We called the client on 9/29 and left the client a message.When the client returned our call, she spoke to a Sales Manager.
  Slanted shoe shelves are an upgrade that was not included in the clients purchase. They are not itemized in the pricing or the contract. We have multiple styles of toe stops or fences and they are available in different finishes so this information would have had to been selected at the time of purchase to know what to charge and what to supply but again, this information was not included on any of the paperwork and has not been supplied by the client. We offered to provide the client pricing to upgrade from flat shelves to slanted shelves but, the client was not interested.
  The top of the clients bench is currently 92. The client approved the design with her initials and, it was not designed at 96. The bench was designed at 90 and there is a 1 overhang on each end making the bench top 92. We could make changes to the bench but, the client has not been willing to discuss this.
  The designs and contract were completed in ink but the client states that they were not, they were erasable.
  If the client has any documentation regarding the slanted shoe shelves or the 96 bench we would be happy to review them with her. When previously requested the client stated that she had the same copies we had.
  It is always our goal to have our clients satisfied with their custom design and installation. We have reviewed all the documents associated with this clients file in detail and cannot find mention of either one of the clients concerns. We would love the opportunity to speak to the client again to come to a resolution if the client is willing to have a conversation.

  We can provide copies of the documents if needed.

  Customer Answer

  Date: 10/06/2022

  Complaint: 18148262

  I am rejecting this response because:
  During the sales presentation we confirmed that the mud area would be 96 inches. We confirmed slanted shoe racks and an install stall date of 9/26,  it sooner if the opportunity became available. Akeila the sales agent helped me design the closet with the slanted shelves and assured us that she would be present at the start of install to ensure the design was correct. We paid $8,000 up front and the remained $8,0000 due on the date of install. 
  On 9/23 I personally reached out to the installer Akeila to confirm install on 9/26. I did not hear a response so I reached out to ****** the sales clerk who lied again stating she would confirm and get back to me, yet she did not respond.
  The entire process I have been called, for payment I was called, yet when they are a NO Show they call ****************. That was intentional to and too late to be consider adequate notice and they did NOT offer a sincere apology when in the same breath they are asking for payment for what I already paid for. There was mo empathy or concern, yet they want us to care they are lying their installer had Covid because their greed caused them to over book jobs. The entire culture and employees at Closet by Design are rude and highly unprofessional and unethical. Check the reviews, this is a common issue. 
  The call on 9/26 at 7:52 am was 8 minutes before we were scheduled to have the install completed. That is after we took off work to be present. We were informed that someone would be out on 9/27 at 8:00 AM. The response by Closets by Design shows that they arrived at 1:14pm. The install was not completed on 9/27 so we had to take off a total of 3 days to included 9/28 just to complete the install. We were not offered any discounts, offer to reschedule for an accommodating date only condescending responses trying to shift the blame away from Closets by Design terrible service and lack there of customer service. Yes, I blocked the sale agent  Akeila because lied to me on 9/29 after she refused to show up after she promised to be present. On 9/27 ****** lied and stated she was on the way and never showed up but sent a long rude text message defending her blatant lies. The lied about slanted shoe racks, lied about the 96 inch mud area, lied about the pricing, lied about a 10 year warranty ( installer stated 7), and lied about being present. 
  
  The sales manager was also very rude they did not want to hear the truth. The truth is all of the designs were done in pencil and HAD to be changed because the lies do not add up. The sales manager to my disappointed to a new level my trying to offer me to pay over $700 to get what I already paid for. This is a terrible company. I did call there **** number and left a message and sent emails to their sales, owners, and customer service email. The install was sub par as well there are clear markings on the wall that they did not even try to repair. Closets by Design Atlanta owners ********* and ***** are swindling consumers and take responsibility and be held accountable. 
  
  Highly Disappointed,
  
  ******************************
  
  
  

  Business Response

  Date: 10/13/2022

  The arrival window for the installation on both September 26th and September 27th was 10am 12pm, it was not 8am. We never quote an exact arrival time but a two-hour window.
  When the clients request was made for a consultation from our website, the only phone# given that by the client was the husbands. The wifes phone# was listed when the contract when signed a month later. When we called on 9/19 as a 7 day reminder of the installation it was his number we called, as this was the first phone# listed on the account. When we called on 9/23 to confirm install and give our arrival window it was his number again that we called. When we called in the afternoon of 9/26 to give our arrival window for the next day, once again we called the husband.
  Unfortunately, there are unforeseen circumstances and sometimes a job cannot be completed in the time estimated when the sale is made. Whenever possible, we always offer the first available date to return but it is never mandatory that the client accepts this date. The terms and conditions of the signed contract does cover delays and postponements of the installation.
  Our designs are hand drawn with pen. I have included an attachment of the mudroom bench as a reference. In this reference you can see that the bench was comprised of 3 sections, each 30 wide for a total of 90not 96.
  During consultations a lot of information is discussed,especially on a project this large. This is one of the reasons why we include the designs which are initialed by the clients to document what the approved design is for installation. As you can see in this attachment, the design for the mudroom bench is initialed.
  We always begin the design of every closet with flat shelves and hanging rods. All other options such as color, molding, drawers, doors or slanted shoe shelves would be an upgrade and would be added to the base price of the flat shelves and hanging rods. As we stated in our previous response there are different toe stop options for slanted shoe shelves which would need to be discussed before they could even be priced to be included as an upgrade in the clients design. The design, the pricing sheet nor the contract mention slanted shoe shelves and the toe stop style. Even in this communication exchange the client has not detailed what she was expecting.
  The clients designer, 2 Installation managers and one of our sales managers have all tried to work with the client through the installation process but unfortunately, during the conversations the client was not open to any of our suggestions. We have reviewed the clients file including designs and pricing but the items the client describes are not included and were not paid for. The client has not supplied any information or documentation to justify her request of a $2,500 refund.
  We appreciate our clients business and, we always want the clients to be happy with their Custom Designs and Installation. If the client would like to make changes from the original design, we are happy to discuss this with the client but as noted in the Terms and Conditions of the signed contract, there may be a cost to make these changes.
  We look forward to working with the client to be sure she has a Custom Design that she will love. 

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  1. On 5/24/2022 I signed an agreement to purchase a cabinet set and garage flooring from this company at a total price of $4450 with a $2250 down payment that day. I questioned the salesperson at the time whether water or debris could get under the flooring, as I didn't want it if that were the case. He made a call to his manager and assured me that neither water nor debris could get under the flooring. He also showed me a photo in the brochure that gave an example of how the flooring would look laid to the wall. He took extensive measurements to assure the flooring would be correct. The install was scheduled for 7/21/2022. Based on the red mud in my community streets, I contacted the sales person in June and asked to move the install ahead. He assigned 9/16/2022. I was notified the day before that the installers would arrive between 2pm and 4pm. When they did not arrive at 4pm, I called and they said installers would arrive between 5 & 5:30pm. Installers arrived at 5:25pm. I checked on them at 7pm and observed that the flooring was ****" from the wall. I questioned this and they said they could not get any closer and would try to get 1/4 inch away. When I questioned water and debris, they said it could definitely get under the flooring. They finished the cabinetry except the handles on the door and advised me that they were leaving at 9pm & would return next day. I advised they would need to return & complete between 8 and 10am 9/16. They agreed but arrived at 10am 9/16. I had other work scheduled *****, & advised he could not work at that time and because of them leaving the night before and informing me that this product is not water/debris proof, I wanted them to remove the flooring and refund me. He refused to remove the flooring or make adjustment for misinformation and my time. I have tried to contact. They have laughed and refused to allow me to speak with manager. They insist I allow them to install in a way not originally explained to me and pay in full.

  Business Response

  Date: 09/26/2022

  The client signed a contract with Closets by Design on May 23, 2022, for custom garage storage and flooring.
  On September 16, 2022, our installer was running late for the quoted 2-4pm arrival window. As the client stated when she called for an ETA the new arrival window quoted was 5-5:30pm.
  When the client checked on the installation at 7pm, the install was incomplete so for the client to judge the installation at this time is unfair. The tiles may have been **** from the wall but again, we were not finished with the installation at this time.
  At approximately 9pm the installer notified the client that they were unable to complete the installation that evening but could returned another day to complete it. The client initially refused but later agreed to allowing us to return the next morning. However, when we arrived at 10am, the client only allowed us to install the handles on the cabinetry and did not allow us to complete the flooring.
  On Monday, when the office was open, we called the client to follow up on the installation. The client requested to have the flooring uninstalled and to get a refund. We informed the client that we would review her file and call her back.
  We emailed the client that afternoon and offered to return to the clients home on Wednesday, September 21, 2022, to complete the installation. We also provided the client with a customer service/warranty document from the manufacturer of the flooring regarding the proper installation instructions.
  The client responded to the email and again requested that the flooring be removed, she stated that it was not as promised. However, as we advised the client earlier, the installation was not complete so, it is unfair to state that it is not as promised when the job is not completed.
  The client reached out to her design consultant but, he referred her to the office because he is not able to authorize the un-install or refund that the client requested.
  The client called the office and asked to speak to an office manager. We do not have an office manager so, her call was directed to our installation department, where she spoke to a manager. We advised the client that we would like to compete the installation as per the contract. The client state again that she would not allow us to complete the contract and if we arrived on Wednesday, we would be met by her attorney. The line went dead so we called the client back but there was no answer so, we left a message which the client has not returned.
  The client signed a contract and is now requesting a refund stating the material is not as described but, there is unfinished work and, the client will not allow us to return to complete the work.
  We would like the opportunity to return to the clients home to complete the installation as contracted, which she has refused to do.
  Once the installation is complete, we believe the client will see it is what she was expecting.
  We want to complete our end of the contract. If the client is still unhappy with the product after installation, we can then discuss with her possible options but at this time she has refused to allow us to do that.
  
  I have included a copy of the manufacturers customer service/warranty.

  Customer Answer

  Date: 09/26/2022

  As noted in my previous complaint, the salesperson had promised full coverage of the flooring and waterproof. This warranty that was sent to you was presented to me after the partial install and if I had seen it prior to partial install, I would not have agreed to the install. The installers told me that the salesperson had been fired. ****** (the salesperson) communicated with me by text message following the attached email. The text says ************** I've received your text and your email. I assure that I still work for ClosetsByDesign, and I'm on the phone right now with my sales managers and general managers (sent 1:52 pm Monday 9/19). My reply was "I have called this number 3 times. They will not allow me to speak with anyone except the person who sent the emails. I have told them that I want them to remove the flooring. They are refusing and they are laughing. i need you to contact the sales manager and have him /her contact me. I refuse to continue to deal with these rude people (4:06PM 9/19). His reply "I'm receiving your messages. I'm sorry for the late reply's but I am forwarding your messages along. My manager told me to actually have you call the office and ask for the sales manager. They are gonna be the people with the authority to make things happen for you. The number is ****************). I replied that I had called this number 3 times and they would not allow me to speak with anyone except the person who sent the emails (NEVER IDENTIFIED AS THE ***** MANAGER). I again told him that I had ask that the flooring be removed and told him that they were laughing and refusing to remove the product. I asked him to have the sales manager contact me.

  No one who identified themselves as the sales manager ever called me. Because the product is not as promised by the sales person along with not being installed in a timely manner (I did ask them to come back between 8 and 9am Saturday and he arrived after 10am when I had another installation scheduled). At that point I felt with the product not being what was promised, the service being unacceptable and the rudeness of the installers, I did not want the product and asked that it be removed. In their response, they make no indication as to how they will make things right "after the install". I have no reason to trust these people! I just want to be done with them!!! They are not truthful. I have attached 1 email and can attach more should you need them

  Business Response

  Date: 10/04/2022

  The clients designer has not been fired, in fact, he is one of our senior designers. He assured her of that when they communicated.
  Her call was directed to the install/customer service department because that is the proper department to handle her concerns. She asked to speak to an Office Manager, we do not have that position at our company.
  The Installation Manager the client spoke to did not laugh at her. The call was on speaker phone and there were other people in the room conducting business. She *** have heard a laugh from someone in the background but, it was not a laugh from the person she was speaking to.
  In the contract that the client signed under the terms and conditions there is a clause which includes C.B.D. is not responsible for delays or postponements of installation.
  We take every measure possible to arrive on time but unfortunately, we are unable to control outside factors such as weather,traffic and any unforeseen obstacles that *** present themselves during installs.
  If the installation is not complete, how can the client comment on if it will allow debris or water to get underneath? Without complete and proper installation, the product cannot be properly evaluated and reviewed.Therefore, we need to complete the installation before we can address the clients concerns.
  If the client allows us to complete the installation and the material is found faulty, there will be a concern to address but without the installation being completed that assessment or judgement cannot be made.
  It is always our goal to ensure that every client is completely satisfied with the installation of their storage systems and, we look forward to working with this client to complete this installation.

  Customer Answer

  Date: 10/05/2022

  I have typed a "denial" however the message would not "proceed". I have sent an email with the information. Please contact me to confirm that my message today 10/5/2022 has been received and forwarded.

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

  Business Response

  Date: 10/12/2022

  What we see posted from the clients last response is I have typed a "denial" however the message would not "proceed". I have sent an email with the information. Please contact me to confirm that my message today 10/5/2022 has been received and forwarded.
  There is not much we can respond to with that statement but,we would like to reiterate that we would like the opportunity to fulfill the contract with our client to complete the installation of the Garage Flooring.This will allow the client the ability use the flooring as intended before deducting if it will or will not work for her. We look forward to hearing from her to discuss possible installation dates.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18047228
  
  I am rejecting this response because:
  . The product they partially installed was not the product promised by the salesman (see 1st attachment with the photo of completed product). This is also confirmed by the email copied below that was sent to me by the salesperson in response to my immediate contact with him on 9/16 at 8:53pm after the installers left with the job incomplete. Please note especially "the flooring not going wall to wall is news to me."

  
  Mrs *****,
  
  
  That greatly upsets me to hear this. Is there any way you can take photos of this and send them to my cell phone. ************** 
  
  
  Theres not much I can do right now, because of the time of night. I would hope that the installers at least stayed in contact with you today about the timing. 
  
  
  Im going to forward your email to my general manager, and I would really love you to send me photos of the finished product.  The flooring not going wall to wall is news to me Im so sorry for this, and I assure you we will get it sorted out. 
  
  
  (Please dont forget about the photos)
  
  
  Thank you,
  
  ***************************
  
  
  ClosetsByDesign 
  I did send him photos...see attached. 
  
  
  2. The Product was not delivered in a timely manner. The company agrees that they did not complete the job on Friday, 9/16 and arrived at 10am Saturday morning. I specifically told the installers the work needed to be done by 10am as I had another job to begin at 10:00 am. I said that  they needed to arrive between 8 and 9am to complete the installation to the wall. They did not.
  3. The warranty form that the company attached in their reply was not provided to me by the salesman nor the installers until after I complained. After I complained to the installers it was "waved" at me, noting that it said the flooring needed to leave 1/4 inch before the wall.
  
  
  4. I was unable to contact a "sales manager" as recommended by the salesman. When I attempted to contact the "sales manager" as recommended by the salesman, I was told there was "no such person...there are no managers here"
  
  
  5. I do not believe this company is reputable and have no reason to believe that they will follow through and complete the job as promised by the salesman nor hold to their "7year warranty," nor will they "make an adjustment" after the fact of installing the flooring.

  6. Also, there are parts of the installation that went to the wall and parts that did not. If they can't take it to the wall I don't understand why there is this difference.
  
  
  For these reasons, I do not want the flooring. I will make my garage available to them at any time to remove the flooring and I request that they appropriately rebill me for the cabinet that was installed and remove charges for the flooring. They currently have $2225.00 deposit money from me and another $2225.00 in dispute with my credit card company.
  
  
  Sincerely,
  ***********************
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/19/2022

  1. Yes, we received the photos from the client. The photos show the incomplete installation of the flooring, which we have acknowledged and are prepared to complete.
  2. As stated in the Terms and Conditions of the contract the client signed with Closets by Design. Item# 5 does state: that C.B.D. is not responsible for any delays or postponements of installation. We are happy to return at the clients convenience to complete the installation.
  3. The warranty is provided to the client after the installation is complete, we cannot honor a warranty on an incomplete job.
  4. When the client called, she asked to speak to an Office Manager, we do not have an office manager but she did speak to an installation manager, which in our company is who would handle the clients concerns because she was in the installation process. We never refused to let her speak to a sales manager. The designer referred her to a sales manager because that is who he reports to.
  5. Closets by Design Atlanta has been in business for 20 years and is a very reputable company.
  6. In the clients statement she said there are parts that go to the wall and parts that did not. We cannot tell from this statement what the client is referring to.
  It is not uncommon for a sales representative at any company to not know the complete process for manufacturing or installation. A car salesperson does not necessarily know how to build a car or put together an engine.
  There are other flooring styles, such as laminates or hardwoods,that are considered wall to wall but, they also have a gap from the baseboards and it is covered by the shoe molding or quarter round molding that is installed.
  We signed a contract with the client and, unfortunately, the client is refusing to allow us to complete the contract.
  The material was ordered and produced specifically for this clients space. As stated in the Terms and Conditions of the contract the client signed with Closets by Design, Item# 3 does state: 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 want the client to have the finished space she was looking forward to receiving and we are prepared to complete the installation when the client is ready.
  
  

  Business Response

  Date: 11/03/2022

  We were not able to view any attached pictures.
  Since the job is incomplete, it is unfair to evaluate if it is as ordered or not.
  As stated in the Terms and Conditions Item# 3 of the contract the client signed: 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 would not reuse the material from the clients installation as she has recommended. We order/produce new material for every custom order placed by our clients.
  We are prepared to complete the installation as contracted when the client is ready.
  We would be happy to speak to the client to see if we can come to a resolution but, the client has not returned our call.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18047228
  
  I am rejecting this response because:

  I have sent photos previously that the company stated that they received.

  As I stated in the beginning, I do not want their product because their installers informed me that it will allow water and debris to get underneath the product which is not what the salesman promised me as confirmed in his email which I also sent previously and they responded to.

  I would like them to remove the partial floor product and refund my account.

  I have not received a call from them since I initiated this complaint. If they are willing to call me and arrange to remove the partial install and not charge me for the flooring I will be satisfied.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/11/2022

  We did receive the clients photos when she emailed them to us but in her response it said they were attached and we could not find them attached to her reply.
  The client has not allowed us to complete the install therefore,she does not know for a fact if the flooring will allow water and debris to get underneath. This is why we asked that the client allow us to complete the install so, she could evaluate if the flooring has met her needs or not.
  Our service department will be reaching out to her this week via phone and email to see if we can come to a resolution.
  We look forward to continuing to work with this client on her Custom Garage Cabinetry and Flooring.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18047228
  
  I am rejecting this response because: From the beginning I requested that the company remove the partial install and refund my money. I don't need to check to see if water and debris will get underneath...that will be too late...damage done. The installers told me that water and debris would get underneath because the install does not go wall to wall. The salesman said it was "news to" him that the install was not intended to go wall to wall. I don't believe the company can provide what they promised through their salesman nor what I expected. I believe the resolution is to remove the product and give me a refund. I will not be satisfied with a partial install not going wall to wall. I welcome a sales or office manager to come out to take a look before removal but I will not allow any further installation as this company has been so dishonest so far. I believe if they completed the install, they will say the install is completed and I must pay even if I am not satisfied. PLEASE just remove this product and refund my money. Product was not completed in a timely manner and things just got worse from there.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/21/2022

  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:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 14, 2022 a designer was sent to my home who had an obvious case of covid. I called the office to notify them of her using my bathroom in a hurry, her runny nose and her hacking cough. They called me later to confirm that she had in fact tested positive for covid.I was sick for a week after her visit and extremely distraught by the fact that I had to stay away from loved ones.

  Business Response

  Date: 08/04/2022

  The client called our office on July 14, 2022 after her consultation with one of our designers. She notified us of her concerns regarding the clients health. We apologized to the client for her experience and advised that we would look into her concerns.
  
  The next day we reached out to our designer and inquired about her health and the consultation. Our designer stated that she thought she was experiencing a flare up with her allergies. We advised her of the clients concerns and, we requested that she take a COVID test. The designer willingly agreed and went that afternoon to take the test. When the designer received the positive COVID test results she was truly surprised. She never knowingly exposed the client or anyone. Once we received the designers results we immediately reached out to the client to advise her.
  
  Closets by Design follows all policies and protocol from the *** when it comes to the health and safety of both our employees and our clients.Our designers do not report to our offices on a daily basis however, we are in constant contact with our designers. They are encouraged that if they are not feeling well or show any symptoms, they should contact our office immediately.
  
  We apologize that the clients consultation was not the pleasurable experience that she had hoped for but, we can assure you this is not an acceptable standard for Closets by Design either.
  
  This matter has been addressed not only with this designer but, with all of our employees.