Fairway Knolls Veterinary Hospital

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company was given opportunities to professionally install undamaged materials. Even after the installer and company management were advised that materials were arriving damaged and mis-cuts were fixed with gobs of caulk, they returned additional days with the same issues. In reading other customer's complaints in this area as well as franchises nationwide, it appears this is not an uncommon result of their work. We contracted their competitor, California Closets to install the wall bed and their installed product looks great. It was installed correctly on the 1st try. All materials came in undamaged (as every piece was protected in multiple ways) and very limited amount of caulking was used. It looks like a new professionally installed product. Our closet looks like a well-used year old college dorm closet. Our new closet should not look well used immediately after install.This company is either unwilling or unable to produce a product that looks like what their sales person represented. Any high school carpentry teacher would give them a failing grade for their work (and more fails for their 2nd and 3rd attempts). If we saw any changes in the 2nd and 3rd attempt we would consider having them back out. But their installer is undertrained and their processes are sub-standard (like using a unpadded/disorganized van to haul customer materials before transferring them to an unpadded metal shopping cart). These issues would be easy to resolve, but my house will not be used as a training facilityThere will not be a 4th, 5th or 6th attempt to get it right. Regards,*** *** We are still requesting a refund for their product/service and are still willing to absorb the cost of the damage to our home. Until we get this resolved, I will share pictures of my experience online (*** *** *** *** *** *** *** etc) so that others do not make the same mistake I did
Regards,
*** ***

The client did not purchase a hot water heater enclosure and there is not one on the designThe designer confirmed this with the clientThe client has agreed to pay for a hot water heater enclosure but as of today the unit has not been measured or confirmedThe client was demanding that we
remove all of the material that was installed per contract but we are unwilling to do thatThe remaining pegboard has not been installed due to the communication breakdown at the time of the hot water heater incidentWe will contact the client and attempt to resolve all of there concerns

Our client signed a contract with Closet World in the amount of $10, to have a custom wall bed and closet installedWe came to an agreement with our client to cancel the wall bed portion of the contract not the closetThe closet has been installed and there are a few things that the client is
not happy with including scratches and nicksWe have tried multiple times to schedule a visit to replace these damaged parts and client is refusing serviceClient has the product in their home and we are more than willing to set a date, but cancelling the contract and refunding the money is not an option, the agreement was to only cancel the wall bed (which we have an email confirming this)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find it to be inaccurate In order to have a break down in communication you first MUST have communication Since our original complaint was filed, we have had no response from Closet by Design by either the designer, installer or regional manager We have left several messages The hot water heater enclosure WAS discussed and WAS to be part of the agreed upon contract, measured and discussed with the designer, *** Her drawings DO reflect this enclosure We were told after the fact that it was not included in the price! As the consumer, we were mislead and the company misrepresented what we were actually getting ***, the regional manager is now hiding behind the fact that it was not detailed in the contract (only the drawing) and therefore does not have to honor it Shame on us for not completely and thoroughly understanding the contract as we thought we were doing business with reputable people Many times consumers do not understand industry "jargon" but trust what they are being told and shown by the designer who was representing the company We have never agreed to pay for a hot water heater enclosure The very last conversation my husband had with the installer, ***, was she was going to get a quote for the "addition" as she said it was not on the contract but she did include it in the drawing (and didn't understand why it could not be completed) and we've never heard from her again In regards to our "demand", we asked that they finish the job or remove what they have done so far so we can go to a reputable company Neither has happened This is not a demand it's called finishing the job! Even if you leave out the enclosure, the pegboard has NOT been installed as we can not get ANYONE to communicate with us There is NO breakdown in communication They have all our phone numbers and emails We will accept the response to "complete the job" but I want our complaint to become a permanent part of their Revdex.com file so not other person has to go through what we've gone through Consumers need to be aware of their underhanded, misleading way of doing business
Regards,
*** * *** ***

As we stated in the previous response, we can not cancel the closet portion of the contract. I have attached an email  that was sent to our client that clearly states that we will not be giving a credit or cancelling the closet. We are more than happy to repair any damaged pieces or we have even offered to replace the closet with a new closet. We apologize for the delays and multiple appointments, but sometimes while doing custom work more than one appointment is necessary to complete the work,  but we are more than willing to accommodate our client and fix the problems that are needed to make our client happy.We will continue to reach out to our client to try and resolve the situation.