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Business Profile

Closet Organizers

The Closet Factory
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/17/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Closet in Dec 2021. The install date was May 2022. Before the install I was to have a 2nd inspection. This did happen and there were questions but the inspector did not follow up on them and allowed the measurements from the original draft to stay. The install date came and the closet covered my outlet (1/2 of a 2 plug outlet was hidden behind the unit). The installer left it like that but did think it looked strange. I was given the option for the service department to cut the cabinet around the outlet on one side making the unit uneven looking. After I complained I was sent an electrician (that I had to schedule on my own) who moved the outlet, then a drywall person came and did the repairs. He also filled 3 holes that were made in the wall from putting the cabinet up incorrectly the first time. I still do not have a closet complete and this is July. I have to re-arrange my schedule to accommodate small tasks they complete. I am not compensated for hanging around while they come and do one thing then leave and two weeks later come for another thing, etc. I have a special drawer also that has another drawer within. They sold me this design but then can not see to get the drawer made correctly. On July 14, service came back out and this time punched a jagged hole into the drawer and asked if that would work for me. The drawer is a drawer within another - not to be seen - and now the custom cabinet *** wants to punch a hole in the drawer and leave it. The lock for the other drawer is now on back order. I was scheduled to receive it earlier but when they put the cabinet in the lock itself was missing and the drawer area the lock went in was damaged. Our contract states a certain amount upon completion of the job yet I see they billed me on my credit card July 11 as work completed. This seems like a breach of contract as I still have no drawer and the lock to open/close the other one is not available.

    Business Response

    Date: 08/02/2022

    We have been in constant contact with **************.  ******************** manager has a zoom call with her this Friday at 5:00 to go over the "custom" application of a hidden bottom drawer she is requesting.  Our standard false bottom that we have installed for 18 years has a drilled finger hole.  We have come up with a different version to meet her needs which we have planned to show her visually on Friday.  Additionally, the magnetic lock was back-ordered form our manufacturer due to Covid issues.  We now have them in stock and are in a position to install the lock.

    We are confused as to the complaint as we have been in constant contact with the customer and have a scheduled meeting with her this Friday.

     

  • Initial Complaint

    Date:07/11/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Back in March of 22, I had them out to give me an estimated for 4 closets remodeled, I liked the quote and decided to go with it, I gave them ******* down and ******* at the time of insulation. Insulation was to take place in June, maybe first part of July, that's how backed up they were. I have been calling them for a week straight, with no responses, I have left numerous voicemails, with different people and departments and it is like they have closed down, It is a egregious disgrace that they can just take monies and never perform the duties, I sure would like my monies back, or in the least get my closets done.

    Business Response

    Date: 07/11/2022

    The customer has a install date of 7/21.  The space was remeasured on 5/9.  We have sent the client emails confirming this.  We spoke with the client on the phone today and confirmed the install date verbally.

    Customer Answer

    Date: 07/13/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************

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