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Business Profile

Closet Organizers

Closets by Design
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2024

    Type:Product Issues
    Status:
    Answered
    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.
    see Attached document

    Business Response

    Date: 02/20/2024

    **** **** responded to an advertisement and scheduled an initial design
    consultation for June 28, 2023. *** **** agreed on July 6, 2023 to have a
    bedroom closet and pantry installed in her home. Her contract indicates she said
    no to backing. Backing is usually utilized to create a custom, built in look and to
    cover holes from the tear out of wire racks or wood shelves. On July 13th, Closets
    by Design scheduled her installation for August 8, 2023. On August 4 th , Closets by
    Design called to confirm her installation for August 4 th , with an arrival of 8-9AM.
    On August 11 th Closets by Design attempted three times to reach *** **** about
    a change in the arrival time to 11-1PM, but was unable to reach *** **** and
    unable to leave a voice mail. Attempts on the day of the installation went
    unanswered as well. The installers arrived at 12:25PM and completed the job at
    5:20PM. The installers noted that a panel in the pantry was cut down from 81
    3/8” to 77 5/8” due to a vent and they added a filler in the master closet due to
    the door frame.
    *** **** claims she reached out to the designer, ****, after the installation but
    did not receive a return call regarding issues. *** **** called the office and
    scheduled a meeting with ****, General Manger, regarding the issues she had with
    the installation. *** **** stated her concerns regarding the tear out in the
    master with holes and markings from the tear out, the installation of the pantry
    with the spacing of the pull-out shelves, the walls being dirty in the pantry.

    After reviewing the situation, Closets by Design agreed to do the following:
    Replace the 12” panels in the Master bedroom with 14” panels to cover the
    paint marks left from the original tear out.
    Backing would be placed in the unit to cover holes left from the tear out at
    a reduced cost of $250.
    Closets by Design paid $250 to have the pantry painted to cover markings
    on the wall. We could never determine if we had left the marks or not.
    A credit of $250 was given for her experience.
    *** **** sign off on the service as complete on September 8, 2023.
    *** **** had a remaining balance of $2,426.00 remained due and was to be
    financed through ***** *****. ***** ***** denied credit to *** ****. Closets by
    Design tried to help *** ****, who reapplied to ***** *****. ***** ***** again
    denied her credit. Closets by Design worked with *** **** to set up a payment
    plan of four payments. The first payment of $400 was made on October 20, 2023,
    but was made out to the wrong name. A replacement check was provided on
    October 27, 2023. Since then, no payment has been made. All attempts to
    collect have been denied. On November 21 the customer hung up on the office
    when they identified themselves.
    *** **** in her complaint is now stating that she has paid for everything she
    should because of her experience.
    Closets by Design believes the following:
    The big issue with the original installation was the holes from the tear out
    of the original closet. *** **** was given the option to install backing to
    cover the holes but declined the option. Closets by Design installed backing
    at a discount after the original installation and added deeper panels to
    cover the side walls.
    The pantry had markings on a side wall. There was not a way to determine
    how those markings were made. Closets by Design paid to have the walls
    painted.

    Closets by Design believe that it has fulfilled its obligations to honor the
    original contract. We acknowledge there were issues and took
    responsibility to correct all issues. *** **** signed off on September 9,
    2023, for the completion of the project.
    The final issue has been collection of the final balance. ***** *****
    declined credit to *** ****. Closets by Design has offered to help with
    payments that *** **** agreed to accept. Since that time, *** **** has
    refused to make payments or speak with Closets by Design. We are
    approaching the time to turn her over to collections.

    Closets by Design would like to suggest a negotiated payment plan that *** ****
    will agree to accept that will fit into her budget.

    Customer Answer

    Date: 03/25/2024



    Complaint: ********

    Customer sent to BBB a rebuttal letter. Please see attached.


    Business Response

    Date: 04/15/2024

    We have reviewed the complaint and response from **** ****. We acknowledge that there were several issues on our part.  We worked with *** **** to find solutions for each area *** **** had issues. *** **** approved of the completed work.

     

    We were able to rectify all the issues except the approval from ***** *****.  *** **** was declined directly from ***** *****.  We are not directly part of the approval process.  We offered several options to assist *** **** with making payments.  She agreed to make $400 monthly payments.  She made one payment before she decided to write her complaint about Closets by Design.

     

    We would like to offer a payment plan equal to the terms of ***** *****.  The original agreement was for $2,596.00.  The additional backing was installed for a cost of $580.  The total was $3,176.00.  We provided a discount of $250 for the inconvenience of the issues during her installation and painted a wall in her pantry.  *** **** made a deposit of $500.00 on July 24th and her first payment of $400.00 on October 27th.  That leaves a balance of $2,026.00.  We would like to propose payments of $176.50 per month for 11 months and the final balance due the 12th month.  All payments would be due by the 30th of the month.  Failure to make a payment or complete the plan would result in interest charges of 26.99% dating back to the original date of the default.  These are the terms of ***** ***** finance plan.  Would *** **** be agreeable to these terms?

    Customer Answer

    Date: 04/23/2024

     

    Complaint: ********



    I am rejecting this response because: See attached letter from *** ****.


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