ComplaintsforCT Professional Closets

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed an agreement with Ct Professional Closets on 5/10/2020 to install closets organizers in our closets in our new home we were building. We paid a total of $6300, which also came with lifetime warranty on defects for as long as we reside in our home. We have a defect in one of the drawers, so I reached out to Ken L**** the owner, twice via email, and left 3 voicemails on 3 different occasions. We haven't heard back. I disputed the second payment we made in 7/21, but the credit card company told us they don't get involved in warranty issues. Ken L**** was made aware of dispute, he said we got what we paid for. We still haven't received a call or email. We feel we not only purchased a product, but we also purchased a warranty. We are requesting a partial refund of $3150. He willful decision to breech his own contract is both unprofessional and unacceptable. We as consumers shouldn't have to go through these types of extremes to get our warranty homered. No Ken no warranty.

  Business response

  03/03/2022

  Client reported a dent on the inside of a drawer box after it had been used for 7 months. If this was reported in a timely manner it would have been considered a possible warranty issue. 

  The fact that the client tried to get half of the money back on the whole job {4 closets), for one dent on the inside a drawer is a fraudulent attempt to have the job done for half price.

  The warranty will be honored if a true warranty item should arise. 

   

  Customer response

  03/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: CT Professional Closets in currently under review with the DPH to determine if the scope of work he's been performing requires a license. It's my understanding that Ken L**** hasn't been very cooperative up to this point. Regarding Ken's comment about requesting half $3150 back. We built a new home, we not only purchased closets organizers, but we also purchased a lifetime warranty as long as we live in the home. We feel his lack of response and breach of contract defines his character and poor work ethic. He did reply with one email after i sent complaint to DPH, however it was to tell me that i was a piece of work and that we probably broke the drawer form being reckless, not to honor his warranty or apologies for his short comings as a business owner. We have a drawer that per the factory said the inside was delaminating and was defective. They said that any defects had to go through the company who installed them which was 5 closets not 4. I left 3 VM and 3 emails to Ken, he never once replied.  I then file a complaint with the credit card company, they said they don't handle warranty issues and to go through the state. Ken was made aware, still never reached out. I've also read some other reviews of past customers dealing with same issues. For us it about principal, we paid for a product and a service. We stand by our request for a partial refund of $3150.
  
  ***** ******

  Business response

  03/05/2022

  ****'s closets were delivered on July 20, 2021. On this day his wife ***** decided she wanted a different finish for the hanging poles and handles in the master closet because she had changed her bathroom vanity handles on delivery as well. This required me to have to order replacements and come back with the different hardware. On July 29, 2021 I did the hanging poles and handles AT NO CHARGE to ****.
  **** texted me a picture of a chipped shelf on July 20 after inspecting the closets. I replaced this shelf on July 29th as I agreed it was deflective. At this time he had obviously inspected the closets well as this was the underside of a shelf where it is supported by a peg. He made no mention of this drawer at this time.
  

  I received an email on Sept 1st regrading a missing tie rack (which was ordered with the hardware change and was backordered) and a question on the layout for one of ****** closets. On Sept 25th I installed the tie rack and ***** and I reviewed the closet in question and she agreed the layout is best for the deep returns created by a smaller door opening for the width of this closet. Neither ***** nor **** made no mention of this drawer at this time.
  

  I have gone above and beyond with ****. I have over 30 emails and 20 texts from him when the norm with a customer being about 4-5 emails and no texts.
  

  Not sure why there has been no picture posted here to support ****** claim.
  

  The warranty, which I did honor for the shelf that was just delivered, does not replace an item that was not reported in a timely manner and has been subject to daily use for 6 months.

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