Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an installation of closets in my home on 3/12/25.. When the installer was done and leaving his push the screen door closed that we had proped open so he could come in and out of the home. When he was leaving he push it closed and cracked the wood on the frame of the door. He tried to fix it by adding a s**** and adding some brown corking. When I recently tried to prop the door open the wood cracked off. I called the company and they are not willing to help saying I signed a paper all was good but that was signed before the installer walked out of the house. Once he walked out the door that is when he pushed it closed and the wood cracked.

  Business Response

  Date: 04/09/2025

  My Installation and ***************** Manger reached out the customer yesterday to offer to repair the worn and damaged portion of the door frame. The customer told him that she did not want ********************** to come back and wanted to use her own contractor. This is unacceptable to us as we can do the job more cost-effectively. We are more than happy to resolve this by doing the repair work ourselves, as originally requested. 

  Customer Answer

  Date: 04/09/2025

  
  Complaint: 23128257
  
  I am rejecting this response because: The 1st time I called Closets by Design never stated they would come fix the door. When this originally happened the installer attempted to fix the door frame when he broke it but that did not work. When I spoke to *** on 4/8/2025, I did advise him I don't want them to fix it as it wasn't fixed correctly the 1st time. he advised me to send him a quote for the cost and he would see what he could do. When I made the original call to and spoke to *** about this issue there was never an offer to fix it, he stated I should have read the post inspection form before I signed it. I advised him the installer had me sign the posy inspection report upstairs after the closet was installed and this happened when he was leaving my home. *** has been lying and saying things that are not true and has been very nasty. I do not want to deal with him and when I asked to speak with someone above him, he said there is no one above him. He is very rude and disrespectful. I am going to send them the quote as soon as the contractor provides it to me to fix the door. 
  
  
  
  Regards,
  
  ******** *****

  Business Response

  Date: 04/16/2025

  When we originally arrived at the customers home to conduct our installation, the customer pointed out to the Installer that the doorframe was broken and asked him if he would fix it "as we were in the woodworking business". My installer agreed to have a look at it. As such, the problem was a pre-existing once that was pointed out to my installer by the customer upon arrival.

  The only mistake on my installers part was 1. to agree to attempt to repair the doorframe which was not part of the contracted scope of work he was performing at the customer's house and 2. he did not include this in his pre-installation damage inspection report.

  As a result, we will own this, because in 1 he agreed to repair a pre-existing un-related condition, and in doing so breached company policy and 2. he was negligent in identifying and including this pre-existing damage in his pre-installation inspection report. Had he done this, the issue would have been cut and dried.

  As previously stated, as a gesture of goodwill we will be happy to repair the "damage" despite the pre-existing condition.

  The Installation Manager proposed a solution which the customer rejected for no other reason than saying that "they did not want us coming back". Per the response, it seems that the reason the customer does "not want us coming back" is because the installer did not do a good enough repair job on the fly. It unreasonable to expect the installer to repair "damage" on the fly without the proper material and tools, and the time needed to conduct a repair. The product that the company uses to install closet systems is completely different from the material needed to repair a doorframe. Expecting the installer to have the right material on site to repair the doorframe is also unreasonable. 

  We have offered to repair the doorframe using the correct material at our time and expense to get it done properly.

  When the Installation Manager agreed to receive an estimate sent to him by the customer with a 3rd party estimate, he was doing nothing other than demonstrating reasonableness in order to conduct a cost/benefit assessment to determine whether we could do the job more cost-effectively or not. There was nothing promissory in the gesture or suggestive that by receiving it, would we agree to pay a 3rd party to conduct the repair.

  Our assessment is that we can conduct the repair more cost effectively than the $277. 87 cost estimate provided. While the material cost of $47.87 for material is reasonable, we find the labor cost estimate of $230 excessive. The hourly labor charge and/or the implied time taken to repair ($ rate x hours needed to fix) is not realistic and disproportionate to work of this type. We believe that we can fix the "damage" more cost effectively, including absorption of any unexpected cost overruns.

  A previously stated, we are happy to remedy the issue by repairing the damaged section of the frame,and do the job properly with the required level of expertise, product, tools and time.

  We believe it by raising this issue with BBB it is reasonable and appropriate that we be given the first right of refusal to conduct the repair.

  Please provide us with 2-3 dates and times that work for you, and we will do our utmost to accommodate this timeframe to repair the doorframe.

  Thank you.

  Customer Answer

  Date: 04/22/2025

  
  Complaint: 23128257
  
  I am rejecting this response because: After reading the response I am appalled that everything he has said is a lie. I would never ask a closet company to fix something in my home if it were truly broken prior. They were there to install closets, and I would never ask anything additional from them. Now it's the pre-inspection report was not filled out correctly, it wasn't filled out that way because there was NO damage to my door until the installer left my home.  I am a proud homeowner and take pride in the house I own, as I worked hard to obtain that home. I thought I was dealing with an honest and reputable company and why I choose to spend almost $6,000 in upgrading my closets. If I had known this is the kind of people, I would be dealing with I would have chosen another company. I want as many consumers as possible to know what kind of business they run and that if they care about their homes, they should find a different company to install closets. I deal with customers on a daily basis and would never treat them the way *** who was not even there at the time of the installation is stating that I am basically lying and trying to get $250 dollars out of them for something that was done prior to them coming to my home. It is insulting and I don't want to deal with no one at this company ever again. I would never recommend them to anyone and feel the BBB needs to warn all further consumers of the kind of business practice they run. 
  
  
  
  Regards,
  
  ******** *****