California Closet Company

[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]

Melania was waiting for approval. I apologize for the delay.The agreement is being emailed right now showing a refund of $2465 as per our telephone conversation 2 days ago.  Russ C[redacted]

Complaint: [redacted]
I am rejecting this response because:
They can not get me money they promised me. I need my deposit back. They can see I am living week by week. They have all my paper work to refineance. Pay income w2s  death credit score They had no right to send a engineering to my house into I got the mortgage. Right or wrong thank you 
Regards,
[redacted]

Review: In December 2013 and March 2014, I hired California Closets to install a closet organization system in my master bedroom (December) and my pantry (March). When my master bedroom system was installed in December 2013, I received a call from the installation technician informing me there was a problem. It seems the designer failed to account for closet doors (which were not installed when the walk through and initial consultation was completed) and I either had to alter my desired design or have my closet doors removed. I had no choice other than to have my doors removed to get the design which I requested. The designer oversight resulted in the additional out of pocket costs to replace my closet doors.

In March, I hired California Closets to install an organization system in my pantry. Once the system was installed, I voiced my complaints because the design resulted in my inability to utilize 3-4 feet of storage space in my pantry. I called to complain and spoke directly with the owner. According to the policy, which the designer reinforced prior to install and during contract signing, California Closets required a 50% deposit and the remaining 50% balance isn't due until the customer is 100% satisfied. I mentioned that to the owner who seemed upset and stated because I signed the design drawing, I was liable for the designers inability to properly account for and utilize my space. Another appointment was scheduled to replace the cabinets in April 2014, but the replacement was never made because the Office/Operations Manager never responded to my requests for updated drawings and confirm the design would make use of the 3-4 feet of dead space I want to use. To date, I have never received a follow-up to address my pantry complaints.Desired Settlement: I am requesting California Closet reimburse me 50% (~$350) to replace my closets doors in my master bedroom as a result of negligence from the designer to account for my closet doors.

Business

Response:

Hello,I hardly think that we should be aware of doors that didn't exist when we did the design work for this closet. If the customer knew they were adding doors that should have been mentioned to the designer then an appropriate design could have been made. This is not an oversight of the designer rather the customer. I do not believe it fair for California Closets to pay for a mistake that was not ours.

Review: California Closets came to my home on March 26 for a consultation. They were friendly and provided a contract and drawings of the proposed closets very quickly and efficently. They told me they could schedule within two weeks for installation of the closets. They came on April 17 to install the closets and their installer quickly identified that the closets were cut to the wrong dimensions. He packed up and left. Installers returned again on April 29. They got half way through the installation process when one of the guys came out and told me "uh oh, we have a measurement boo boo," once again they packed up and went home unable to complete the job. The installer returned again on May 5 to complete the work. I returned home to find that one item was still incomplete and I had been misled that my jewlery drawers would include velvet inserts that fit inside. Instead, I found velvet liners that were 30% smaller than my drawer. I notified California Closets of these two issues, they told me an installer would be out to complete the work and I could return the inserts since they do not fit correctly. After a series of emails, phone calls, and complaints the work was still not complete and the installer did not show up. Finally, on May 15 the installer came to complete the installation. I sent countless emails and spent time on the phone with their very pleasant staff ([redacted], [redacted], [redacted], and [redacted]) trying to resolve these issues. I've taken days and hours off of work to oversee the resolution of this problem now for almost a month and a half.

My final issue is that [redacted] called me on May 15, he told me he wanted to talk to his supervisor about providing an adjustment to my billing to compensate me for my issues. He never returned my call on the afternoon of May 15 to tell me the results of that conversation. I was frustrated so I wrote a [redacted] review accounting the details of the issues I've had. The review was honest and forthright. I also found that the general [redacted] reviews about the company were very poor and that my problem is not unique.

I called [redacted] for a third time on May 16, when he finally got to me after being on hold for more than 5 minutes he informed me that they could no longer provide a billing adjustment because I wrote them a bad review. I challenge them to find something untrue about that review and asked to speak to a manager. I'm still waiting for that call. I assume they no longer want to deal with me.Desired Settlement: I would like a $835 (25% discount) billing adjustment to account for the full day of work that I lost plus the 5 hours on two seperate days that I lost at work so that I could oversee the completion of my closets. I think this is fair considering my lost hours of productity, vacation, wages and frustration.

I'd also appreciate an apology from the manager and his acknowledgement that there is nothing wrong with a bad but publid review. If he doesn't want these types of reviews, they should provide better services.

Business

Response:

The part that [redacted] has failed to explain is that the plans were agreed to in advance of any installation. We have all of our customers agree to the plans before they are put into production. The plans clearly show a small space left and right of the cabinets we are installing. This was the first issue [redacted] did not like. So we remade the units wider to fit without any space or fillers needed. Then on the next visit we were told it was the wrong height, that she wanted them to be the same height. Once again the plans clearly show the heights of the units. Furthermore, it show the units were to be made at different heights. This is how they were manufactured to be installed. We manufacture what is on the agreed plans. I am attaching the plans as well as the contract to show what was originally ordered.

Review: On October 31, 2013, I paid $2537.50 and signed a contract for the services of California Closet to install two custom closets, one for our master bedroom closet, and one for our guest room closet. The custom closets were installed on November 20, 2013, at which time the second payment of $2537.50 was made. The guest room closet custom system cost $1585. Something went wrong with the guest room closet design and/or installation, resulting in a 0.9"-0.95" gap along the side of the closet. The design called for the shelves at issue to be 33.5" inches wide, but the installed shelves are only 33". We brought this to the attention of California Closet on November 21, 2013, and have subsequently left phone messages and sent several emails, but to this date, the issue has not been resolved. To fully compensate us for the defective design/installation and hassle of trying to resolve this issue, we have requested (1) a $500 partial refund, and (2) wood filler to repair the gap.Desired Settlement: $500 refund to the [redacted] charged for the initial payment, along with filler to repair the gap in the closet

Business

Response:

Hello [redacted],

I pulled this information on this customer. She had stopped her payment on her credit card to us on 12/25/13. There was never a refund requested. It was only then we were notified about her issue.

Her issue has already been resolved at this point. Once I personally got to speak with her we scheduled a time for an installer to come back and change the shelving for her. The installer went out to make the change on 1/28/14 and was then told by her fiancée not to make the change but to install a filler board instead. The installer did as was instructed by the fiancée and installed the filler board.

I spoke with **. [redacted] last week to see if things were completed and to let her know the credit card company had put the funds back into our account and she is the one who told me about her fiancée requesting that the shelves not be changed and the filler board be installed. She still thinks she should be entitled to a discount. I’m not sure I agree with that but I told I would look and see. Furthermore, we have a signed completion certificate from the original installation that stated everything was completed to her satisfaction. I can forward this for your records if you wish. Just let me know.

Thanks.

GENERAL MANAGER

CALIFORNIA CLOSETS®

GREATER WASHINGTON DC METRO