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:02/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had given an 8000 deposit to have closets built in my coop they knew this was to just hold the price we had preliminary plans which the company knew was pending approvals the building has not been able to approve the job The contract stated a refund however the company is refusing to do so they claim they bought materials which would be impossible as the plans were never approved they are refusing to refund me Please help I saved for this 5 years and now I have nothing

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Closet Factory to manufacturer the closets in my home in May, 2022. I was told that we pay 50% as down payment, 40% after installation, and 10% after everything is complete. I paid 50% of down payment at the time of signing the contract. Two months later, closet factory sent a new team to take accurate measurement of my home, because they only had the measurement at time of giving me the quote. I waited for half of the year for the closets to be delivered to me. However, at the delivery, I realized that the cabinets and closets were not made to specification as we discussed. All of the measurements of the cabinets and shelves were incorrect and they refused to come back to re-measure, claiming that they were too busy for that. The installation team did not finish installation. Various cabinets were not made to the correct size, including wine cabinets too small and not be able to put wines in at all, the shoe closets cannot be installed because it was made too big, a shoe bench made too high that no one can sit on to change shoes, none of the closets were made to the "ceiling," as we indicated specifically, a coffee station with higher than industrial standard countertop, etc. To make it worse, in an unauthorized way, Closet Factory charged 40% on my credit card on the "delivery date" without receiving my authorization, leaving various non-complete and defective product sitting in my home. Some of the products have not even been delivered, and the fireplace has not been installed. We had multiple communications about fixing the closets, but so far, no date has been scheduled, and Closet Factory has been denying conversations through Zoom multiple times in the emails. Other defects including that the measurement team came and measured and we were told that everything is ready to install the lighting in the cabinet, but were told that we need to install outlets for lighting on the day of delivery. The installation team broke the wall in the attic, and we were only told only at the end of the installation. The installation team barely worked for 3 hours each day for the first week, and tried to install everything on the first floor, plus the attic closet, in the last two days, but could not finish installation. The spacing of the shelves at the fireplaces were installed incorrectly, despite that I told them the shelf should be installed right above the heater, to give space to put display objects. The design team did not design the product according to what we conveyed, but repetitively told us that it would be the idea was indicated. Upon installation, the design team denied what was discussed repetitively. In sum, the design, measurement, production, and installation are all defective.

  Customer Answer

  Date: 12/12/2022

  At this time, I have been contacted directly by The Closet Factory - Hicksville regarding complaint ID ********, however my complaint has NOT been resolved because:
  

  the company forced me to make the 90% payment, despite that most of the closets are not finished, one big closet in the mud room needs to be rebuilt (but have not yet), and various other closets are ***************** defectively. They threatened will not come back to continue working on it unless I paid 90%.  After I paid, they came back one day, but only for approximately 4 hours, but no closet was completed.  They do not have any time when they are coming back again to continue. The problem is not resolved and it has caused many inconvenience with my house because of these unfinished closet that should have been finished months ago.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 12/22/2022

  This issue has been resolved

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a closet install done on June 15th. There were two issues with the install: (1.) one shelf is the wrong size; and (2.) the drawer pulls are the wrong color. I have followed up with the company no less than 10 times to get these issues corrected, and each time I am told that someone will call me back. It is now more than two months later and I have yet to hear back from anyone about a solution to these issues.I even said I would ignore the wrong shelf size and suggested more than once that the company send me the correct drawer pulls so that I can change them myself, but I am told each time that someone would come to fix them. I attach my original contract/plan, images that show the issues, and an email conversation to my closet designer explaining the issues and asking for updates. I want these issues fixed ASAP and a reimbursement to account for all the time and energy I have had to use in attempt to get the issues fixed.

  Business Response

  Date: 08/24/2022

  We have reached out to the client several times. They were away in Europe. An email was sent to them yesterday.

   Closet Factory has every intent of remedying the issues.

   

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I was never in Europe. I was away for a brief period but immediately called the company upon my return to set a date for them to come and fix the closet issues. I have been home for over a month and have not heard from the company besides the email they sent last night saying they would be in touch. I will not consider this resolved until the closet is fixed. 

   

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

  Business Response

  Date: 08/25/2022

  There really is no other way to resolve this complaint. There are minor issues that need to be remedied and we have every intention of satisfying this client

  Customer Answer

  Date: 09/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************