California Closet Company

I have spoken to [redacted] and expressed our apologies for what they had to go through over those 4 days before and on Labor Day.We will be talking again on Thursday September 21st at 2pm.Russ C[redacted]PresidentPool Town Inc9/14/17

I know we had a few other issues you wanted resolved and have since met with Duval my sales manager. He has told me you are now in agreement about how to resolve your issues. You are welcome to keep this open of course, that is your decision. I also wanted it noted that we are working toward a resolution to your concerns and we were just waiting to get both parties on the same page. Also, that the bathroom vanity cabinet issue was not that they were not installed per plan, it was more of getting the placement of the cabinet to your liking. Since we seem to be on the same page we will wait for the install to be finalized for your finial approval. Thanks for your time.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

In Response:
I'm truly don''t understand why you believe we should be responsible for doors that you yourself, said you had no idea of what they were going to be. If you didn't know, how was our designer supposed to know? We can only design around what we see and know will be there. I am sorry for any inconvenience you may have had. Of course, it is never our intention to have any customer disappointed with any part of our services. We do try to make everyone involved understand and approve what we are going to build. 
The pantry issue would have been resolved previously had an agreement be made. Without that, there is nothing for anyone to do. We are not going to try and force you into doing something you don't want to do. If someone from my staff was supposed to call you I was not aware of it and I'm not sure why he would not have called you back. 
Please let me know if there is something you needed repaired or installed so we can corrected or scheduled for you. 
Richard M[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], although not a resolution, (because the project has yet to be completed) at least I have the attention of Pool Town to ensure there are no more hurdles and the job will be completed to my satisfaction.  I will revisit this once project is deemed complete, and yard has been cleaned.
Regards,
[redacted]

I think this complanit is a little late on it's arrival. We currently have two installers at his home today 8/7/15 making the corrections he has asked for. You are more than welcome to verifiy this information with the customer. We are going to make whatever corrections he requested as long as it is...

possible. 
Richard M[redacted]

From what I understand, the issue has been resolved by Saturday November 12th.Called and left message with customer today to confirm. Russ C[redacted]PresidentPool Town, Inc.

I will provide Mrs. [redacted] with a letter in the next few days stating what we can do for her as well as a written explanation of what the 50 year warranty covers and doesn't cover.

Complaint: [redacted]
I am rejecting this response because:
1) Retaining Wall - I have significant soil erosion on the right side.  Pool was installed below soil level by 20 inches and the only way to fix this issue is with a retaining wall.2) Shallow End Light - Please look at the comments on the change order.  Its states that they forgot to put on the pool agreement.  I dispute that the shallow end light was given for free.  The fact remains that the light was not installed in the correct spot and there is minimal lighting in the shallow end.  See previous attached picture.3) This was discussed with Billy A.  We were to receive a total of 200sqft for free in addition to 3 feet around the pool.4) Agreed to reimburse customer $200 for the slide issue. - Agreed 5) We agreed to clean the customer's pool. A cleaning was offered once the pool is open. - Agreed Pool town (Christos) has offered over the phone to pay $1,150 of the $4,650.  I rejected the offer.  I also received an Email that the owners (Russ or Eric) want to discuss with me. Regards,
[redacted]

1) Please see the attachment regarding the retaining wall on pg.6 of the contract. If the customer wants to install a retaining wall he needs to do it at his expense. We still maintain that he does not need a retaining wall on the side of the pool closest to the house and he can put sod down. 2) With regards to the light please see the attachment showing pg. 1 on the contract under underwater light which shows 2 led lights in the sundeck and 1 color logic LED light in the pool. Another attachment shows a change order adding the second light at no charge. Also, please see the attached account card showing that the customer did not pay extra for the 2nd LED light.3) With respect to the 100sq ft of patio in additional to the 100sqft already included. please see page 1 of the contract which shows only the original 100sq ft extra under the section '3 DECKING AROUND THE POOL'4) Agreed to reimburse customer $200 for the slide issue.5) We agreed to clean the customer's pool. A cleaning was offered once the pool is open. Note : We contacted the customer by phone in an attempt to resolve the issue, but the customer did not accept our resolution.

We sent out an independent diver to thoroughly inspect the pool liner for leaks and found none.Leak detection equipment was also used and again no leak was found.[redacted] proceeded to pressure test the plumbing lines and found the all passed.So no leak was detected in the liner or the...

plumbing lines.[redacted] winterized the pool on November 25.Left message with the customer today to contact me with any questions at :[redacted]

We received the complaint on May 3rd.The waterfall was completed Friday May 4th.DHL Final was completed May 5th.I personally called the customer on May 4th, May 6th and May 9th at both phone numbers.Left message asking for a call back. As of now, Monday 9.30am May 15th, I did not get a response.Russ...

C[redacted]Pool Town, IncPresident[redacted]

As the customer stated, we have corrected the problem more than one time. Even though it's not covered under the warranty. Our suggestion this last time being that the pool liner is close to its life expectancy was to give the customer a discounted price on a new liner. And once the old...

liner is removed, we can do another repair at no cost to her. We feel that was a generous offer and it's unfortunate that the customer rejected it.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There are factual inaccuracies to the story that can be refuted with email history.
1. They claim that the drawing shows a gap in the planned closet installation. However, their installer was the one to identify the gap and tell me that it shouldn't be this way. Furthermore, the designer responded to my email and said "Thank you for the pictures - there is MUCH more of a gap than we would ever have left, even in a standard closet install.  It's obvious they made the drawers and boxes too small." Email traffic is attached. The following installation to correct this problem, the installers once again came into my living room to let me know that they couldn't complete the installation because a mistake had been made when the shelving units were cut in the shop. So it seems that the intallers and salespeople are more than willing to admit where a mistake was made and offer to correct it, but California Closet's management is not.
2. The second issue related to height.  I did identify this as a problem once they got both shelving units in place, after approving the drawings. They sent someone out to my house to view this problem and immediately when they walked in the closet they saw the problem and agreed it was an issue that needed to be addressed. Once again, California Closet's staff was more than willing to admit they made a mistake, but their management is not willing to back them or the customer up. 
The email traffic shows that they continually admitted to their mistakes. However, it took too long to resolve and they are now refuting that they made any mistakes. Verbally (and by email) I was told that they were going to offer me compensation for my troubles. However, they did not like that I wrote a factually acurate [redacted] review that gave them 1 star and later called to tell me that they were rescinding their offer of compensation due to the poor review.  It seems that a company would want to hear criticisms and complaints to know how to better improve the services they provide and enhance their bottom line. Unfortunately, that doesn't seem to to be the case (especially after reading the [redacted] reviews and seeing that so many customers had a similar experience with California Closets).
The installers and sales staff at California Closets have been nothing but helpful, forthright, and honest. The management is another story.
Regards,
[redacted]

Just spoke to Mr. [redacted].I will be meeting with him at his property this Saturday.  Russ C President.

I called the number and spoke to [redacted] who told me he was going to retract his complaint back on Friday July 22nd. That is why I did not immediately respond to the Revdex.com. Apparently Mr. [redacted] did not withdraw his complaint.At the time, [redacted] was approved for a loan that would cover the cost...

of the pool contract but that wasn't enough. [redacted] wanted additional moneys to be able to cover additional costs that would be required to complete the project. I then spoke to Carl C who told me that he was aware of that and he was working with his contacts to get him more money.Russ CPresidentPool Town, Inc

Hello again,
I am truly glad you copied the emails. These were never forwarded to me or any info on what she was telling you. I even went back through my junk and deleted emails just to make sure it wasn't missed. There was never any pictures or information forwarded to me. Had I known what she was telling you we would not be having this issue right now. As a matter of fact, when I asked about it, I was told the opposite. This is something I will deal with internally. 
So, since I now have all of the facts and conversations that took place, I will be honoring your request for the discount of $835. If anyone on my staff said it would be done, then it will. I don't like to be misled about the facts. It is not something I will stand for. 
I am sorry for the inconveniences this may have caused you and I hope you will enjoy you California Closets in the years to come. I will have my bookkeeper change your invoice and email that to you showing the revised amount due. You may speak with her ([redacted]) about how you would like to handle the remaining balance.    
Thank you for Choosing California Closets.
[redacted]

In reference to the above complaint, I'd like to inform you of the following:  1) As far as the retaining wall is concerned, we have advised the customer that there is no need for a retaining wall and other much less expensive methods will yield the same result. Contractually, it is the...

homeowner's responsibility to provide for any additional grading, walls, etc.2) As far as the extra 100 sqft of concrete over and above the 100 sqft already included on the contract, the salesman denies that was ever agreed upon, and the contract specifically reads only an additional 100 sqft of concrete. 3) As far as the light is concerned, it is the customer's claim that the light does not illuminate the pool well. However, the customer has 3 additional lights in the pool and we believe the pool is illuminated sufficiently. Furthermore, after the contract was signed by both parties, the light in question, was given to the customer free of charge and placed in a location to cover the area that was not covered by the deep end light. 4) As far as the slide is concerned, we agree that it is fair to provide the customer with the $200 desired amount. 5) As far as the cleaning is concerned, we have no issue with providing him for a cleaning once the pool is opened and clear. It is not our responsibility to balance the water chemistry but once that is sufficiently done then we will return for a cleaning.

The standard pool cover is included in the package. A $300 credit is applied when the customer upgrades the cover. In this case the customer wants to cancel the cover AND get a $300 credit. That's not the same thing as upgrading. Customer was given a quote for the upgraded cover and the...

$300 credit was applied to the quote but the customer decided not to upgrade with us. The closing of the pool is a free service that we provide to our new pool owners when the pool construction begins after August 15. And we are honoring that offer since the pool was excavated in August. As far as the pool light we installed a 500 watt Hayward light that is the strongest flood light for underwater swimming pools in the market. To get the full effects the pool water should be crystal clear. We are ready to deliver the standard cover and professionally winterize and close down the pool to protect it from freeze damage  Otherwise we will give the customer a refund of $250.

The contract was signed on June 21. We did not send the engineer out before we got the approval on the loan. Once we got the approval we then started the process with Carl laying out the pool in their back yard. Our records also indicate that Mrs  [redacted] called our office on July 7th  inquiring about the engineering status  we do have the customer's signature approving the process  'on July 11th the topographical work was completed by [redacted], an outside engineering company  A copy of the sealed Pool Location Plan was emailed to the customer. On July 20th Carl told us that the customer might not have the money to proceed. The loan was for the exact amount of the pool contract and the customer wanted more money to do additional work  I spoke to the customer  on July 29 and I asked him to give me a couple of days to see if we can get him more money. On August 3rd we notified the customer that we can get him twice as much as what the contract price is so that he can do what ever he wants with the extra money.  Still not good enough.  The problem is that now we can't just cancel the contract without being compensation. The costs incurred on our end are more than the customer's deposit.