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:04/23/2024

  Type:Sales and Advertising 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.

  We first met virtually with California Closets on 3/21/24 to design some storage. We met and reviewed some preliminary designs for our master bedroom closet, pantry, two offices, guest closet, & two mudrooms in that meeting. We signed the contract & paid a third of the total cost at that time ($8700) which we were told by the rep we had to pay to get copies of our designs. During that meeting, my husband & I asked if we could add the garage, laundry, & our media area. At our next virtual meeting on 3/28, we reviewed these newly added designs & signed a change order & paid an additional $17300 (which meant we had paid half of the total contract). We were told we had to do this to get on the install schedule. Final designs, materials, hardware, & measurements all still need to be confirmed though & these final decisions are supposed to happen 4/25. Additionally, I asked the rep in writing if we could do a change order if anything changed & we wanted to remove a room & she said yes. Over the next couple of weeks, we decided that we wanted to remove the garage because we wanted something more durable. I emailed the rep on 4/17 to confirm this. On 4/22, I received a call from the rep stating that we could not remove the garage & that it constituted a cancel order which we could not do at this point. My husband filed a complaint with the corporate office & the manager called him back but was not able to resolve the issue. We don’t see in the contract where it says we cannot make a change order, we gave the appropriate notice for modifications (5 days in writing before first scheduled delivery date), & we have in writing from our rep that we are able to remove rooms from the order. Finally, the final decisions about the designs have not yet been made. We still want the rest of the order, which would equate to about $35,000 total, of which we have paid $26,000 already. We just don’t want the garage. We are asking just that we be able to remove the garage from our order.

  

  Business Response

  Date: 05/01/2024

  We offered to remove the garage portion of the contract and continue to work together for the rest of the spaces at the ************ home. The design consultant met with ****** and ****** on 4/26 to finalize designs and review the scope of the project. We feel this issue was resolved and the clients have agreed to close this complaint. We are excited to complete this project with the *************.

   

  Customer Answer

  Date: 05/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ****** ************