Closets by Design

[redacted]Corresponding documents attached.The allegations regarding in incorrect countertop is not correct nor accurate.  Closets By Design has provided the Client with a counter top as per the specifications as per the agreed upon Client-approved Drawings and Contract.Background InformationThe...

Contract detailing the countertop - as well as detailed Drawings of the countertop are attached.  See attached Contract - Attachment A.  See attached Drawings - Attachment B.  The Client had knowledge of the product and design, and signed documents agreeing to the Contract and Drawings.  The Client signature on the Contract as well as on the Drawings have been circled for your convenience.Language on the Contract also references the attachment of drawings and designs.  In the Contract Terms and Conditions Item #2 reads, "All closets are custom built to specific plans.  Attached to the contract are your specific plans that you have reviewed, approved and initialed......"  The Client has signed the Contract that includes this language.  The Client signature on the Contract has been circled for your convenience, and Item #2 has been marked with an asterisk.All Closets By Design systems are custom made per order.  The countertop was manufactured according to industry standards.  Closets By Design does not sell nor install any "off the rack" merchandise.  Thus, the Contract Terms and Conditions Item #9 reads "I agree that this job involves custom made items and that once my order is in production, there are no refunds or credits allowed."  And again, the Client has signed the Contract that includes this language.  The Client signature on the Contract has been circled for your convenience, and Item #9 has been marked with an asterisk.The Client picked up the countertop on March 3, 2016, as per language on the Contract.  See attached Contract - Attachment A.  This information has been circled for your convenience.  In addition, the Client has signed the Order Pick Up document, acknowledging the order pick up.  See attached Order Pick Up Confirmation - Attachment C.  The Client signature on the Order Pick Up Confirmation has been circled for your convenience.Following the pick up, the Client has been in contact with Closets By Design regarding his interest to have the underside  of the countertop modified.  Closets By Design has extended an offer to assist with that modification - even though the modifications are outside the industry standards for countertops.ClosingClosets By Design has been a Minnesota company since the mid 1980s.  Our brand name is part of a national company.  A review of our business operation and client relations will reveal a highly regarded company.  Angie's List has all positive reviews of Closets By Design Minnesota - and they are all client generated.Closets By Design takes pride in our product and understands the importance of servicing the customer.  The Closets By Design provided a countertop as specified  in teh Client-approved Drawings and Contract.Thank you,Sarah M. [redacted]Closets By DesignEnclosures

March 28, 2018 The allegations following the installation of two Closets that the installation is incomplete is not accurate, Closets By Design has installed the Master Closet and Bedroom Closets as per the agreed upon Client-approved Drawings and Contract and Additional Work Order. The only...

exception is that Closets By Design installed a rod style that differs from what was ordered and has been prepared, since the install, to switch them out. Closets By Design has had a number of telephone conversations and email discussions with the Client to discuss the replacement coordination. And unfortunately, now there has been no response from the Client to our calls, texts or emails. The allegations that their hanging does not work in the closet is inaccurate. Prior to the Closets By Design installation, both Closets had hanging in them — even though one closet is only 18" deep. The Client had previously utilized both areas with hanging and the functionality is no different following the installation of the Closets By Design systems. The allegation that Closets By Design charged the Client credit card without their knowledge is not correct. The signed Contract clearly details in two places that payment is to be made on the day of installation. Term #6 of the Contract requires the Client to initial the fact that final payment is due to the Installer of day of installation. The other area is printed in the areas where the Client's credit card information is entered and signature are required. It states that this credit card will be charged if no other form of payment is presented.Background InformationThe Contract detailing both Closet size and color — as well as detailed Drawings of each Closet are attached. A fifty percent deposit is due when the Contract is signed, and the remaining balance is due on the day of installation. See attached Contract - Attachment A. See attached Drawings — Attachment B. See attached Additional Work Order and Client approval —Attachment C. The Client had knowledge of the product and design, and signed documents agreeing to the Contract, Drawings and Additional Work Order. The Client signature on the Contract as well as on the Drawings and Additional Work Order have been circled for your convenience. Closets By Design's Contract has Terms and Conditions which outline the details Closets By Design applies to every Contract. The purpose is to fully inform customers regarding additional information as it relates to their specific project: Language on the Contract references the attachment of drawings and designs. In the Contract Terms and Conditions Item #2 reads, "All closets are custom built to specific plans. Attached to the contract are your specific plans that you have reviewed, approved and initialed, .. ." The Client has signed the Contract that includes this language, The Client signature on the Contract has been circled for your convenience, and Item #2 has been marked with an asterisk. • The Contract Terms and Conditions Item #6 addresses the final payment. In the Contract Terms and Conditions Item #6 reads, "Final payment must be presented to the installer upon arrival." The Client has initialed this specific Term, on the Contract, as well as signed the Contract that includes this language. This Item #6 has been marked with asterisk for your convenience. • All Closets By Design systems are custom made per order. Closets By Design does not sell nor install any 'off the rack' merchandise. Thus, the Contract Terms and Conditions Item #9 reads "I agree that this job involves custom made items and that once my order is in productions, there are no refunds or credits allowed." And again, the Client has signed the Contract that includes this language. The Client signature on the Contract has been circled for your convenience, and Item #9 has been marked with an asterisk. Further, in the Contract Terms and Conditions Item #10 reads, "C.B.D. is not responsible for gaps caused by out of level wall and doors." The Client has initialed this specific Term, on the Contract, as well as signed the Contract that includes this language. This information has been circled for your convenience, and Item #10 has been marked with an asterisk. • In the Payment Section of the Contract, it reads, "I authorize Closets By Design to charge my credit card (Visa/Master Card) for the deposit today 12/28/17 in the amount of $X)DCK and to charge the balance of $XXXX on the day of installation." The Contract includes Client's signature authorizing the credit card charges on 12/28/17 in the amount of $X300C, as well as authorizing the Contract on the same date of 12/28/17. See attached Contract — Attachment A. This information has been circle for your convenience. Closets By Design installed the ordered two Closets on February 13, 2018. Closets By Design has installed both Closets as per the agreed upon Client-signed Contract and Client-signed Drawings. The only exception is that Closets By Design installed a rod style that differs from what was ordered and has been prepared, since the install, to switch them out. The installation included two antique white with black Closets, according to the Client-signed Drawings and Contract. See attached Contract - Attachment A. See attached Drawings — Attachment B. See attached Additional Work Order and Client approval — Attachment C. The Client signature on the Contract as well as on the Drawings have been circled for your convenience.As per the Contract, Closets by Design is owed the balance due and is to be paid for the services rendered. The balance clue is listed on the Additional Work Order — see Attachment C. This information has been circle for your convenience.ClosingClosets By Design has been a Minnesota company since the mid 1980s. Our brand name is part of a national company. A review of our business operation will reveal a highly regarded company. Closets By Design takes pride in our product and understands the importance of servicing the customer. Closets By Design installed, February 13, 2018, two Closets at the Client's residence that replicates the color, size and specifications as detailed in the Client-approved Drawings, Client-approved Contract and Client-approved Additional Work Order. Closets By Design installed a rod style that differs from what was ordered and has been prepared, since the install, to switch them. The Client has signed the Installation Report stating the install was completed to Contract. Closets By Design is to be paid the final balance for services rendered at the Client's home.

Complaint: [redacted]
I am rejecting this response because:  The owner of the company agreed to a dissolution of the contract of work not performed minus $337.00 for commissions already paid.  No email was received after the conversation with owner, as discussed.  There was never a personal expletive used toward any employee, as in last response, and to state that is slanderous.  We  chose not to work with a company with no integrity which is the reason the credit card company was notified due to lack of response from a manager, which was repeatedly promised.  This issue will be considered resolved as long as the credit from the second order, that our credit card company took care of, is posted,.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Nothing closets by design is saying is correct. There are so many inconsistencies with their statements. Let's start with dates of email exchange. My first email to closets by design was on 2/*/15, the last email from them was 2/**/15. She claims we started emailing 1/**/15 until 2/**/15. They are so deceitful in all they say. The claims from the GPS picture is absolutely ridiculous in many ways. Forget about the time of 3-4 hrs or 5 1/2 hours of time. The installers may have arrived here at 10:18 am, but by time they brought everything up they did not arrive in my home until 11am, and they packed everything up and were out the door before 3pm. They show a departing time of 3:45pm. I don't know what all the installers did for 45 minutes after they left my home, but I do know what one of them did. One of the installers approached my contractor, who happened to be doing work on a neighbors home and asked him for a job. My contractor hired him, and that was his last day working for closets by design. Furthermore with these GPS pics, in the second picture from the corner of [redacted] and [redacted], it shows a clear sidewalk with some snow on the side. Well this is not the way our sidewalk in front of my building looked on 1/**/15 the date they claim this picture if from. My building was covered in scaffolding which covered the sidewalks from 11/**/14 until 2/**/15. This business is so deceitful words can't describe. Let's analyze their claim further, they admit my claim is true that they never finished the job after taking full payment, and that they can only take full payment once the material had been delivered. I am still missing material for our closets, so payment in full should never have been taken,  and I had to hire a new contractor to finish the job who had to go to Home Depot to purchase the missing materials, because when he went to pick up our merchandise from closets by design, they refused to give it to him. How am I supposed to know if all material is delivered at the start of a job. This company is nothing but a family of deceitful con artists. They knew full well all the merchandise was not delivered, and took full payment anyway. The reason the installation was never completed by closets by design was due to full lack of effort on the part of closets by design. They told me to finish the job myself repeatedly. The email I sent closets by design on 2/*/15 was to confirm their installers were coming back  on 2/*/15. Closets by design has no clue what they are talking about.  I have now  hired an attorney as well to get us our refund we are due. Closets by design claims "90% or more of the contract has been fulfilled". If this is truly what they feel, why didn't the installers stay and finish the job on 1/**/15. They could have finished the rest "10%" they claim they left unfinished? I'll tell you why they didn't stay. For one, they didn't bring all the merchandise, but took payment, Secondly, we hired them to install 4 closets. Only 3 were even started on 1/**/15, so at best if these 3 closets were completed on 1/**/15, they would be 75% complete. I have no idea how they do math. And out of the 3 closets started, not one was completed. Pictures are attached, and the closet that wasn't started is my sons, and they had the nerve to leave all the closet pieces stacked in his room, also shown in pictures.  This is a complete danger.  I know you will clearly see how "90% of the job is completed"  is clearly not even close to being the truth. This company is nothing but appalling in all aspects. One last note about the attached pictures which you can't see, most of these units were not anchored to the walls, so it was a danger to even go near them. They were so rickety. Thanks again for your time, and we stand firm in requiring a full refund from closets by design for failure to finish the job we hired them for which they already took full payment for.  
  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This was the WORST company to deal with bar none! I built a house from the ground up and never had more hassle than I did with this company.

From start to finish ( and not finished yet) they have been a nightmare to deal with. SEVERAL phone calls to both customer service and the OWNER ( never returned my call) they are so disorganized.

Today was supposed to be the final piece which is a hamper and they even got that wrong. I waited 6 weeks for a hamper! Supposedly it was broken upon delivery but seriously, it took weeks to order another one. I did cancel delivery due to work and then I had to wait another 3 weeks.

Like my Mother always says " you get what you pay for" and the advertising in Valupak should have been my first clue that this would be a disaster!

We resolved this complaint a week after it was filed.  
sans-serif;">We came back the next week and put in the missing draw fronts.   We gave her an agreed upon discount.   We apologized to her.   [redacted] President Closets By Design Carlstadt, NJ

From the onset of [redacted]’s complaint, she is deliberately misleading. She has left out significant andpertinent facts. The reason that the installers did not show up on January [redacted]was because the Blizzard of 2015 dumped 2 feet of snow on Long Island theprevious day:  Long Island was...

virtuallyparalyzed.  As the storm was bearing downon the New York Metro area, we proactively called [redacted] to warn her that theblizzard would cause delays in our installation schedule – she was unsympatheticand demanded that we show up on the [redacted] even though a state ofemergency had been declared and, even after it was lifted, Long Islandofficials were imploring the residents to stay off the roads.  On January [redacted], we sent extramanpower to attempt to finish the job within the originally-promisedtimeframe.  Unfortunately, the residualproblems caused by the storm made it impossible to accomplish.  We were in constant contact with the customerthroughout the process.  During thosecommunications, [redacted] and her husband both proved to be foul-mouthed andabusive to our staff members.  Nonetheless,we continued to be apologetic and worked diligently to resolve the delay, but[redacted] continued to be threatening and abusive. As recent as earlier today, we have proposed dates to return and otherpotential resolutions such as partial refund, but [redacted] is unresponsive. We have conducted ourselves with courtesy and professionalismeven after the verbal assaults on our staff – words so offensive that I can’tprint them in this response.  We have andwill continue to work within the terms of the contract to complete the job.

I had so many issues with the people in this company that the process was exhausting for me. The quality of the materials is cheap and just a year after installation I called to have a faulty lock replaced, it was broken when installed, molding was never attached properly meaning it was just placed on top of the unit and not glued or nailed, the front shoe lips came off and upon inspection are held on by two flimsy nails, the drawers in my jewelry case are crooked and separating. This company had to come to my home numerous times because they did not install and measure properly in the beginning and the owner , Brian G[redacted], gave me items that I SHOULD have received with the package I bought but tried to lie and make it sound like he was giving me a great deal when I was scammed from the onset. The owner Brian G[redacted] told me to remove my original FB post explaining the painful process and refuses to honor the companies LIFETIME WARRANTY because I did not remove the facts on the FB post. I looked through my emails and do not remember getting any emails from Brian and the company knows I have major medical issues and is taking advantage of me. The manager in the warehouse John, was from the beginning of the process, rude and condescending to me and extremely difficult to work with. He acts like he is doing you, the customer a favor. I paid approximately over $10,000.00 to this company and have been treated so rudely and unfair it is sick. They do not belong in business. So the question is, the owner says that because my FB post was not removed in a timely manner, he is refusing to honor his companies lifetime warranty...knowing that I was extremely ill at the time and some time after. I tried to remind John and Brian of this to no avail but as usual they did not care and hung up on me. Would you do business with a company like this?

This clients first closets were installed May 10th. The closets were installed according to the drawings the client approved and initialed. After the fact, the client wanted part of their closet taller and instead of arguing we rebuilt the section at our cost. The materials used are the same...

materials the client held in her hand when selecting her color. The material she picked was never represented as real wood and the presentation sheet on which the client made her selections clearly specifies the materials. Closets by Design does sell real wood closet systems at a far higher price 100 - 150% higher - that product line was not selected by this client. Our prices are competitive in our market.The client did attempt to cancel their second contract several weeks after signing. Our contract states that a contract can be cancelled without penalty or obligation within three business days. The clients phone calls were returned by the appropriate person on every occasion but the client did not like the answer. the last phone call from the clients husband was vulgar, misogynistic, abusive and resulted in a traumatized office employee. Some of our incoming phone calls are recorded for quality assurance and after listening to the call the owner of the company called the client within 5 minutes to resolve the issue. The client did not answer and a voicemail was left. This phone call occurred over an hour before this complaint was written. Copies of paperwork minus personally identifiable information as well as recorded phone calls are available to anyone concerned with this issue.  Closets by Design feels this complaint is unjustified and inaccurate at best.

1. The phone call was returned by the client to a message I had left hours before (I am the owner of the company). The clients husband and I negotiated a settlement which did not include cancelling the contract. The agreement was that with his written approval to an agreement I would email him within the next day or so, we would refund a portion of their deposit. The client agreed that his wife had signed a legally binding contract, and agreed that they tried to cancel far after their right of cancellation had expired. The clients husband agreed that they were purchasing a service as well as a product and that a good portion of the service had already been performed by our company. The entire phone call is recorded.2. The client disputed the credit card charges before the agreement was sent or approved3. The client is aware that they already have all of their deposit back and this last response from them was written 7 days after they disputed their credit card charges. We can't return money that is disputed or that we don't have.4. It is disingenuous to continue to use the Revdex.com to request a resolution that has already occurred.  5. From the clients very first phone call to attempt to cancel their contract they were told that work was already underway, that their right of cancellation had expired weeks before, and that they could not cancel their contract. The designer did offer to make changes to the materials or design but was refused. I am attaching the contract, proof of design, office and production work already performed, as well as the clients cc dispute dated 5/19.The clients husband was absolutely abusive, at one point calling the call center employee a "[redacted]" After listening to the recorded phone call I decided that we did not want to work for someone who behaved this way and I called the client to attempt the resolution.

Closet by Designs installers placed a garage cabinet over an electrical outlet in my garage. The installer and cabinet designer was told not to block the outlet as that would violate code, if they did cut a hole in the back of the cabinet for access to the electric access. They did block the electric outlet and cut a hole in the back of the cabinet and then took the plate off of the outlet, unscrewed the plugs from the electric box and pulled the plug socket with the hot wires through the hole in the back of the cabinet, screwed the sockets to the back of the cabinet and put the face plate over the sockets giving the appearance that the electric box was installed on the back of the cabinet. the hot wires are exposed and extended out of the box. The City of Sparks said this constitutes a relocation of an electric outlet and requires an electric permit and if done by a contractor, that contractors license must cover electric work.I have asked Cabinets by Design to come and return the electric socket into the electric box, the owner refused and said "they do that all the time". This is a safety hazard!I have also reported them to the Nevada State Contractors Board and am awaiting a reply.Product_Or_Service: Garage CabinetsOrder_Number: ?Account_Number: $1100.00Desired SettlementReturn the electric socket to the electric box in the wall by a qualified person.This is a safety hazard.Business Response This issue was taken care of on Friday 18, 2014.

Review: in December, 2013 I hired Closets by Design to provide and install 4 full closet systems. I paid Closets by Design the full balance $5,108.00, and I paid them on time as per the terms of my contract. They installed my closets on December **, 2013, but forgot to deliver and install a chrome valet rod for the master bedroom closet. They delivered this rod several weeks later, but they have not yet agreed to set up either an early morning install time, or a Saturday installation date for this rod. The company does do installs early mornings as well as Saturdays, and because the install of this valet rod is necessary to correct a mistake they made, I do not want to take a day off work to have this rod installed. The [redacted] of this company sold me the closet systems, and I emailed her several times (1/**/14, 1/**/14, 2/**/14, 2/**/14, and 3/**/14) asking her for assistance with getting an installation date, but she has responded with various replies (she has said she would take care of it, she has told me to install the valet rod myself, she has not replied, and she has told me to call the office to set up an installation date). After her last reply telling me to call the office to set up my own install date, I have called the office several times but keep being told that someone will call me back with an installation date. The last time I called, 5/**/14, I was told that the [redacted] (the husband of the woman who sold me the closets) would call me back later that day. I expressed my huge level of frustration that although I had paid in full for my closet installations many months earlier, the install was not yet fully complete and no one at this company was returning my calls regarding the install of the valet rod. I told the person who answered the phone that if someone did not call me back that day to set up an install appointment, I would place a complaint with the Revdex.com. I did not receive a call back from them.Desired Settlement: I want this company to finish the installation of my valet rod on an early weekday morning or a Saturday so that I do not have to take off a day from work to compensate for their mistake.

Business

Response:

[redacted],

I understand [redacted]’s concern and assure you that we have been working in good faith to

resolve her complaint. I’m sorry if she is not satisfied, to date, with the outcome but I commit my full cooperation,

as well as that of everyone on our staff,as we continue to attempt to get this resolved as quickly as possible.

In an attempt to avoid this type of potential problem, within the terms of our contract, we ask that our customers be available to

review the installation of our closet systems once we’re completed with the installation. [redacted] made no

mention of the missing valet rod during that post-installation inspection on December [redacted] nor during a subsequent visit to deliver some shelves

on December [redacted].

As best as I can determine, it was agreed between [redacted] and our designer, that, since [redacted]’s schedule was too

constricted to allow our guys the five or ten minutes we might need to install the rod, we should send the rod out to her UPS and that she or someone else

would attempt to install the valet rod. We shipped the valet rod, at our sole expense, on January [redacted]. It’s a pretty simple installation requiring

the insertion of 4 screws, two of which go into pre-drilled holes in the existing unit. Our designer offered that, if they needed any

further guidance screwing in the screws, they could call the office and someone could “walk them through it”. Last week we received a

call from [redacted] requesting again that we send a crew to screw in the valet rod and, once again, we explained that we would need access to the closet

during normal business hours but she was unwilling or unable to make that commitment.

Again, I’d like to apologize for our inability to gain access to [redacted]’s house during normal business hours and pledge that we

will continue to strive diligently to accommodate this request.

Sincerely,

Review: I purchased interior closets for my home and was scheduled to begin installation work on 8 closets totaling an aggregate price of $23,000. The company delivered partial closets and some pieces were broken and the company refused to make necessary corrections and has not competed the initial installation and is not trying to get me to lay them more money to come back and finish because it took them longer that they thought to complete. The said they will not come back to finish unless I paid them an extra amount. They were paid in full and are still not finished and this has been over a month already. Please help.Desired Settlement: Either finish the job or give me my money back so I can get closets in my house.

Business

Response:

[redacted],

[redacted]’s claims are baseless. He has left out one very important and

material fact in his complaint: the reason the job is not complete is because

the spaces into which we were supposed to install the closet fixtures were

either not ready and/or occupied by other tradesmen on the days we were first scheduled

to install the closets. The only reason

the closets are not completed is because of the delays caused by [redacted]’s

willful disregard for the contract and the fact that his other contractors were

in our way. We did our best to complete

the installation and even made a subsequent trip at our own expense to attempt

to complete the job which is why I find his claims so offensive. Prior to that second trip [redacted] again

misrepresented himself by telling our representative that the spaces were empty

and available – they were not! I have

attached pictures of what we encountered during

our first trip as well as pictures from the second trip: it is very

clear why we weren’t able to complete the installation

We have lived to the terms of the contract that [redacted]

signed and will continue to do so. We

have offered to eat the cost of $1100 for the second trip. Further, we have offered to go back a third

time for a discounted fee of $500 – that offer stands and I hope [redacted] sees

the wisdom in accepting our offer.

Thank you,

President

Review: Purchased a closet system with professional installation from Closets By Design. The installation was not done correctly resulting in rods and shelves falling. Also many of the pieces were damaged and unrepairable. In trying to get the installation and hardware resolved with seller they refused to honor the installation for warranty without any fees to me. I asked them to remove the product and provide a refund in which they refused.Desired Settlement: Remove closet and provide full refund.

Business

Response:

Dear [redacted],

We have acknowledged [redacted]'s concerns and have already made every effort to resolve them. Further, even though we are not required to do so, we have made a good faith offer of $300 as compensation for the inconvenience. I've copied below the text of an email that was sent to [redacted] on August [redacted] from our [redacted]. Nowhere in this email do we mention any additional fees so maybe [redacted] has misunderstood our offer. Not only are there no additional fees (as he implies in his initial complaint), we're offering to give him money back. We'd like to go perform the repairs but, to date, [redacted] has not been satisfied with our offer and is demanding that we re-word our warranty specific to his job - unfortunately, we simply can't reword our warranty for specific jobs as this would create an undue potential liability for us and would put the company at significant and unreasonable risk.

Review: We signed a contract with closets by design on 11.**.14 for an installation date of 1.** and 1.**.2015. The installers never showed up on 1.**.15, they came on 1.**.15, did not finish job on the 4 closets and said they were returning the next day 1.**.15. They never showed up again or called. Subsequently we have now been charged the full $4968 for the closets and installation. We have no future date scheduled for them to return. [redacted] the [redacted] is telling us lies that today 2**.15 her installer was in a car accident. Originally 3 installers came to start the job. One of them should be able to return and finish the job. I used vacation days to be here for the installation days scheduled as per the contract signed on 11.**.14 to be ready for install on 1.**.15 and 1[redacted].15. In addition, we hired contractors to due electrical work in two of the closets and install all the baseboard moldings in all 4 closets. They are scheduled to be here today 2.*.15 and tomorrow 2.*.15. They can not finish there job until the closets are finished being installed. One closet was never started, one closet is missing pieces(a drawer). When I called the office, [redacted] the woman who answers the phone told me to finish the installation myself multiple times. This company is the worst of the worst I have ever dealt with. They should not be allowed to be in business. They have no customer service whatsoever. They never return a phone call. They have been paid and I have no closets.Desired Settlement: I expect closets by design to finish the job today. As per there contracted signed on 11.**.14, if we were unavailable on the scheduled installation date of 1.**.15 and 1.**.15 we would be charged a 20% penalty which would be $993.60, so I expect the same penalty to be given to them? I am demanding a 20% discount on our closets and if we incur any additional fees by our contractor scheduled for work today and tomorrow, these will be passed along to closets by design and deducted from our closet price as well. We have full intentions to follow up with an attorney if this is not settled today.

Business

Response:

From the onset of [redacted]’s complaint, she is deliberately misleading. She has left out significant andpertinent facts. The reason that the installers did not show up on January [redacted]was because the Blizzard of 2015 dumped 2 feet of snow on Long Island theprevious day: Long Island was virtuallyparalyzed. As the storm was bearing downon the New York Metro area, we proactively called [redacted] to warn her that theblizzard would cause delays in our installation schedule – she was unsympatheticand demanded that we show up on the [redacted] even though a state ofemergency had been declared and, even after it was lifted, Long Islandofficials were imploring the residents to stay off the roads. On January [redacted], we sent extramanpower to attempt to finish the job within the originally-promisedtimeframe. Unfortunately, the residualproblems caused by the storm made it impossible to accomplish. We were in constant contact with the customerthroughout the process. During thosecommunications, [redacted] and her husband both proved to be foul-mouthed andabusive to our staff members. Nonetheless,we continued to be apologetic and worked diligently to resolve the delay, but[redacted] continued to be threatening and abusive. As recent as earlier today, we have proposed dates to return and otherpotential resolutions such as partial refund, but [redacted] is unresponsive. We have conducted ourselves with courtesy and professionalismeven after the verbal assaults on our staff – words so offensive that I can’tprint them in this response. We have andwill continue to work within the terms of the contract to complete the job.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Closets by Design never finished the job after taking full payment. We had to go and hire our own contractor to finish what they started. We needed to purchase additional materials on our own because closets by design did not deliver all of the materials for the closets, and when our contractor went to pick up all our missing materials on Tuesday 2/**/15, they refused to give him our stuff, all of which is paid for in full. They were well aware of him coming on our behalf.

Just to clarify, the looming snowstorm hit Long Island on tuesday 1/**/15, not Thursday 1/**. We received about 8-10 inches. All was back to normal for Wednesday 1/**/15. Funny thing is if you check [redacted] about closets by design, they quote weather problems quite regularly to defend why they don't finish a job, or show up. Our install was scheduled for 1/** and 1/**/15. They only showed up on 1/**/15 for about 3-4 hours.what extra manpower, 3 installers came, not one closet was finished, and one wasn't even started. In fact the one not even started, turned out to be measured all wrong. Our contractor had to cut down every shelf to fit the closet correctly. We will only be resolved with this complaint once we receive a full refund.

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

Sincerely,

[redacted] And [redacted]

Business

Response:

[redacted]'s demand that we issue a full refund, given that 90% or more of the contract has been fulfilled, strikes me as unreasonable. Our original good faith offer of a partial refund still stands.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Nothing closets by design is saying is correct. There are so many inconsistencies with their statements. Let's start with dates of email exchange. My first email to closets by design was on 2/*/15, the last email from them was 2/**/15. She claims we started emailing 1/**/15 until 2/**/15. They are so deceitful in all they say. The claims from the GPS picture is absolutely ridiculous in many ways. Forget about the time of 3-4 hrs or 5 1/2 hours of time. The installers may have arrived here at 10:18 am, but by time they brought everything up they did not arrive in my home until 11am, and they packed everything up and were out the door before 3pm. They show a departing time of 3:45pm. I don't know what all the installers did for 45 minutes after they left my home, but I do know what one of them did. One of the installers approached my contractor, who happened to be doing work on a neighbors home and asked him for a job. My contractor hired him, and that was his last day working for closets by design. Furthermore with these GPS pics, in the second picture from the corner of [redacted] and [redacted], it shows a clear sidewalk with some snow on the side. Well this is not the way our sidewalk in front of my building looked on 1/**/15 the date they claim this picture if from. My building was covered in scaffolding which covered the sidewalks from 11/**/14 until 2/**/15. This business is so deceitful words can't describe. Let's analyze their claim further, they admit my claim is true that they never finished the job after taking full payment, and that they can only take full payment once the material had been delivered. I am still missing material for our closets, so payment in full should never have been taken, and I had to hire a new contractor to finish the job who had to go to Home Depot to purchase the missing materials, because when he went to pick up our merchandise from closets by design, they refused to give it to him. How am I supposed to know if all material is delivered at the start of a job. This company is nothing but a family of deceitful con artists. They knew full well all the merchandise was not delivered, and took full payment anyway. The reason the installation was never completed by closets by design was due to full lack of effort on the part of closets by design. They told me to finish the job myself repeatedly. The email I sent closets by design on 2/*/15 was to confirm their installers were coming back on 2/*/15. Closets by design has no clue what they are talking about. I have now hired an attorney as well to get us our refund we are due. Closets by design claims "90% or more of the contract has been fulfilled". If this is truly what they feel, why didn't the installers stay and finish the job on 1/**/15. They could have finished the rest "10%" they claim they left unfinished? I'll tell you why they didn't stay. For one, they didn't bring all the merchandise, but took payment, Secondly, we hired them to install 4 closets. Only 3 were even started on 1/**/15, so at best if these 3 closets were completed on 1/**/15, they would be 75% complete. I have no idea how they do math. And out of the 3 closets started, not one was completed. Pictures are attached, and the closet that wasn't started is my sons, and they had the nerve to leave all the closet pieces stacked in his room, also shown in pictures. This is a complete danger. I know you will clearly see how "90% of the job is completed" is clearly not even close to being the truth. This company is nothing but appalling in all aspects. One last note about the attached pictures which you can't see, most of these units were not anchored to the walls, so it was a danger to even go near them. They were so rickety. Thanks again for your time, and we stand firm in requiring a full refund from closets by design for failure to finish the job we hired them for which they already took full payment for.

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

Sincerely,

Review: Contracted with CBD to install "custom" closets in (2) closets in my home. I gave a 50% payment via credit card with the understanding (and as stated in written contract) that we would have to pay the balance once work was completed. This was to occur in one days time, so I took a day off work. Their initial visit resulted in only a partial install of (1) closet because the installer arrived late and did not have all of the materials needed. Second visit, which required a second day off work, resulted in installer again bringing the wrong sizes of materials so the installation could not be completed. Third visit and third day off work had similar results, the wrong pieces came but were installed just so the closets could be functional. After the third visit the first closet was substantially completed, but the second was not. It was after the 5th visit, and 5th day off work that the work was substantially complete, but not per the original design. We settled for incorrect work in many cases just to be done. The only outstanding item were incorrectly sized hanging rods and a missing belt rack. We agreed to have them shipped to us, which they were. The new parts arrived but unfortunately were still incorrectly sized. At that same time the balance of our payment due was billed to my credit card WITHOUT MY AUTHORIZATION and before the work was completed. I have since filed a report with my credit card company to dispute this charge, as it was never authorized. Further, the contract does not allow for them to charge my card without authorization.Desired Settlement: Refund of 50% balance due when work completed and all of the outstanding incorrect and unfinished work completed. All of this has been documented throughout the process.

Review: I had closets by design come. I was told weeks prior Jan 5th would be the day. They would come install in one day. Therefore I had my closet ripped apart the previous day. I have all my things all over. No one called to tell me the shelves with drawers were not in and the shoe rack. The company sent out 1 guy who was here for 7 hours, he told me things weren't in after about 5 hours of work! Not his fault! The poor guys was so nice and worked so hard! But my closet is not done and no one can tell me when it will be. Owner knows I am upset and still not not call me. I never would agreed to let them start the closet if it couldn't be completed! I would have just waited for a day everything could be done. I should have been informed. Now I am stuck in a mess.Desired Settlement: I would like the owner to personally call and apologize. Refund me the money I tipped the poor guy because I felt so bad he was over worked! And a huge discount on the total of what I owe!

Business

Response:

We resolved this complaint a week after it was filed. We came back the next week and put in the missing draw fronts. We gave her an agreed upon discount. We apologized to her. [redacted] President Closets By Design Carlstadt, NJ

Consumer

Response:

[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.]

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,

Unhappy with work, withheld payment, management will not return phone calls, poor customer serviceWe ordered closets by design to build a linen closet and our bedroom closets. The bedroom closets came out nice but I must have misunderstood the reps "sketch" drawing for the linen closets because when they were finished they had basically stuck a small shelving unit in the back of a five feet deep closet. When the installer was done and showed me the work, I told him I was unhappy with the linen closet and he told me to contact the office and let them know and withhold some of the final payment. So I contacted the [redacted] who told me should would have my rep contact me. The next day she called and I explained that it wasn't what I had wanted and she said that that was what I had agreed upon and there was nothing she could do. I told her that there was obviously some miscommunication because if this is what she had had me sign off on, I would have never agreed to it. Mi was never contacted again by the company. In December they started sending bils every few days and after a week and a half they threatened to send me to collections. After this letter I called the Shirley office numerous times. They kept forwarding me to answering machines where I left messages and was never called back. I finally got a hold of someone and explained how unhappy I was and that I shouldn't have to pay the balance. She told me she would discuss it with the [redacted] and get back to me. She never called back. I had to call twice before I finally reached her and she said the [redacted] said that I signed he contract and that was it. No refund, regardless of being satisfied with the work. I asked to have the [redacted] call me to discuss and he never called. Then my husband and I both call again and he still refused to call us back. Now we have been sent to collections over 200 dollars and we are fighting that. This company as the worst customer service ever. They charge a lot of money for an average product. Poor poor service.Desired SettlementThe me off collections. Waive the balanceBusiness Response Mrs. [redacted], I am sorry you "misread" the contract and/or designs. I have reviewed your design and contract and found them to be very clear. As your Designer mentioned to you we price by the component. The price you were given was based on the system you recieved. Your Designer also mentioned we can surely go deeper into the room but again, we price by he component so the price would have increased. I understand your frustration however we cannot give you a system you didnt pay for. I have removed you from collections as you requested. You will still have a balance with us of $219.00. In order for us to honor the warranty the balance will need to be paid in full.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This response is very dissatisfying, and the fact that you would respond versus even picking up the phone, shows how poor your customer service is. Your response shows that you have no idea what our actual problem was, since you said that the Designer said that she could go "deeper". that was the entire problem. The closet was about six feet deep and I wanted her to build me a linen closet. Price was not an issue, and she kept telling me that she couldn't close off the back of the closet, so she said she would place the piece in the center of the closet so that I could pull the shelves out from where I was standing. That was not what was produced. The final product was connected to the back wall where you would have to bend down to walk 3 feet to grab a towel. If the designer assumed that that was what I wanted, than she must be clueless because she should have advised me to use the parts elsewhere. We had orginally ordered parts for closets in [redacted] and when we decided two weeks later that we weren't staying. We tried to cancel the order, which I was told we couldn't do since you already ordered parts. So we said fine and used them in our new home. If you think that we were looking for a system that was more than we paid for, then again you have no idea what you are talking about, because I ended up spending more money than we had originally planned on from the first project. If she told me that I needed to spend more money to get what I wanted, then I would have agreed, since we ended up having a builder take out your product and build what I was looking for to begin with. Your product is sitting in a pile in the garage, which you can gladly have back. When I called the designer to tell her that I wasn't happy, she told me there was nothing she could do. What she could have said was, I'm sorry, but if you want me to look at the site again, we can try something different but there might be additional costs. That would have made me happy. Not the constant ignoring of phone calls and horrible customer service. So I appreciate that you took me off collections, but I still am not happy with the fact that you are still holding this 200 dollars over us. I am customer service myself, and I would never treat an unhappy customer this way. Final Business Response We have waived your $200 balance.