ComplaintsforClosets by Design of the Palm Beaches & the Treasure Coast

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29/22 my husband and I signed a contract for a master walk in closet with a down payment of $1800. Our initial installation dates per the contract were scheduled for 9/21-22/22. The installers arrived earlier than expected on 9/2 but left with an incomplete closet and issues including missing crown molding, misaligned drawers due to poor measurements, drawers that did not close fully. **************** was notified immediately. 11/2/22 installers arrived again to fix issues but did not- only 2 hook racks were installed- no crown molding nor new, properly cut drawers were installed. Another date was set for 11/12/22- the installer arrived Saturday afternoon lacking the correct tools to finish the job- nothing was done to remedy any of the problems. 11/22/22 cancelled by CBD for an ill installer. 12/1/22 I cancelled for medical reasons of my own. 12/21/22 installers were cancelled as I had arranged with customer service to be the first stop of the day and these installers were coming between 1 and 3pm. 1/6/22 installers arrived to finish fascia and crown molding and replace all the poorly cut drawers. **************** was immediately notified with photos via email of the poor work- caulk everywhere including the ceiling, damage to ceiling attic access molding, a hole in the ceiling, poorly cut crown molding, poorly cut baseboard molding, visible nail holes, scratches and misaligned joints filled with caulk. CBD offered two resolutions: a fifth attempt to finish the closet by sending the 'right' installers to fix the errors or $650 refund to call it even. We do NOT accept either of the resolutions as they have had FOUR chances to finish the closet and yet the problems keep mounting and thus are no longer welcome in my home and $650 does not cover the cost of repairs, the inconvenience and hassle and all around extremely shoddy work. Our closet should have been installed correctly in September per the contract and now it's ******** absolutely unacceptable.

  

  Business response

  01/16/2023

  We apologize for the client's frustration and while it did take us several tries to complete this closet,Closets by Design has installed the entire closet to contract.  The drawer stack was replaced and is now in working order.  We had difficulty installing the crown molding to the ceiling as the room has some extreme angles and the attic door has molding that we tried to work around.  We recognize that some of these crown molding items could look more polished and have offered to fix them to our customers satisfaction.  As it did take us longer than usual to complete this closet, we refunded this customer $250 on November 14th.  Since the client has refused to have us back, we offered $650 to cover the cost of the molding.  Please review attached pictures of completed closet. Should the customer wish to have us fix the final issues, they may call our office at ************. Again, we apologize for the inconvenience.  

  Customer response

  01/18/2023

   
  Complaint: 18808592
  
  I am rejecting this response because:

  The closet has not been installed per contract. A "complete" installation does not include the issues that our closet has. Your photos do not show the level of detail of the photos I had enclosed, only that your installers rushed a job to get to the next one. CBD has been patiently given FOUR attempts to complete this closet over a time period of initial installation in September to January 2023. During each of these four visits, there was an issue and we believe a fifth visit will do nothing to solve the issues created during the last visit of the fascia, crown molding, damaged attic molding, baseboard molding and the caulk that is smeared on walls, fascia and crown molding and the ceiling. When looking at the angles of the closet, every angle of the crown molding is a 90 degree angle; we don't understand where the excuse of difficult angles keeps coming into play. There are many angles, but no difficult angles- it was a job that required patience and time to make right and the workmanship clearly shows a lack of both. The $650 refund is insulting as it does not cover the inconvenience (customer service was made aware of the missing crown molding in September 2022 and it wasn't installed until January 2023 and it was installed extremely poorly), the time, the poor workmanship and now it will not cover hiring a competent contractor to remove the shoddy work, repair walls and the ceiling damaged near the attic access and install new fascia, crown molding and baseboard. The customer service manager and owner of the company were invited to our home via email correspondence with the customer service manager to view in person they work their installers put forth and we did not hear a response. Again, CBD has demonstrated they are unable to complete this closet to expectation with proper workmanship and we do not accept their offer $650.

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

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a closet on 5/31/22 and paid a $2833 deposit. The closet installation was scheduled for 10/10/22. The technician who attempted the installation could not get the shelves and drawers to align. He hammered them until they were damaged, and said there was a known manufacturing problem that could not be fixed onsite. It took 5 service calls over 4 weeks to reinstall and realign parts multiple times. The last service call was 11/11/22. I asked for a credit as compensation for the many hours of service calls and the fact that I could not use the closet for a month. The customer service manager offered me a free shelf or jewelry drawer insert, but refused a credit. Upon receiving my charge card statement I found they charged me the $2833 balance on 11/2/22, over a week before the last service call. They are no longer responding to my requests for a credit.

  

  Business response

  12/15/2022

  We apologize for the inconvenience, there was an issue with our machinery and we were unaware that the problem existed until the day of installation as this issue was very slight, but enough to through off the alignment of the shelving once installed. We immediately scheduled a walkthrough with one of our Install Supervisors two days after the install to coordinate a plan to rectify the problem as we were still working to figure out how to fix the issue with our machinery. A service was scheduled with the same install supervisor to complete the job the day after he did a walk through with the client. We flew in several technicians and worked tirelessly to root out the problem with our machinery which is what caused the short delay as we wanted to make sure that this problem was fixed. Client called after the install was completed on 11/1 with a few minor adjustments she would like done,of which all were addressed promptly the following week.  To compensate for any inconvenience after the job was completed in full, we offered several upgrades and additional shelving.

  Customer response

  12/15/2022

   
  Complaint: 18574812
  
  I am rejecting this response because I don't understand why the business offered more merchandise but refuses to provide a credit.   They were willing to install a $950 accent shelf at no charge to mask the defects, why can't they deduct that cost from the final amount that they charged me before resolving the issues?
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Closets by Design of the Palm Beaches & the Treasure Coast to install a new closet system in my master bedroom on 09/16/2022. I paid them a 20% deposit upfront with the remaining 80% due over 18-month financing.We agree on an install date of 10/27/2022. The technician arrived within the timeframe and installed the closet system. After the technician left, I discovered that he cut corners in multiple places. I contacted Closets by Design of the Palm Beaches & the Treasure Coast and notified them of the shoddy workmanship on 10/29/2022. We agreed that a different technician would be sent out to my home on 11/07/2022 and he would perform some minor upgrades to make up for the substandard work. The technician never showed up. I contacted Closets by Design of the Palm Beaches & the Treasure Coast and they offered me no explanation and no additional possible service dates. My closet system remains incomplete three weeks after it was supposed to have been completed and that prevents me from fully using it.When it comes to a contract, if you dont perform your duties, you dont get paid. I contacted my credit card and the financing company and disputed payment. I am willing to work out something with Closets by Design of the Palm Beaches & the Treasure Coast in order to resolve this issue, but in addition to fixing the problem and performing the agreed upon minor upgrades I believe I am entitled to a billing adjustment for all the inconveniences and hassles. If Closets by Design of the Palm Beaches & the Treasure Coast is unwilling to properly compensate me for their breach of contract, then they are free to send a technician over to remove their closet system. I will then seek to finalizable a full refund and find a more reputable business partner that keeps their word and performs their contractual duties in a timely manner.

  

  Business response

  11/15/2022

  We are sorry to hear the customer is not satisfied.  We did install the closet on 10/27 and when the client called regarding his concerns we agreed on **/7 to complete a service at no charge.  ********************** closet is installed and completely functional.  We do not traditionally caulk the closets or the toe splash (board which covers the paint line from the baseboard) as most clients prefer the closets are not caulked to the wall.  In some cases, walls and floors are not flush or level and there can be small gaps.  Our Designers cover this during their consultation and all clients initial their understanding, that this can be the case, on item #** in the contract (attached). 

  When the client requested we caulk, we agreed to the service and scheduled for a different installer, as he had requested.  Our schedule is very tight, so to add to another installer it was going to be 7 days.  However, the client's closet was completely functional and ready for use.  Our installer ran late the day of his service (his window was from 2:30pm - 4:30pm) and we called the homeowner at 4:45pm to let him know it would be another hour.  Unfortunately, the homeowner abruptly disconnected the call with our office after demanding someone arrive tomorrow.  We rescheduled the service for **/30 but do not have confirmation as the homeowner is out of town.  With the first service we did offer a complimentary tie rack and belt rack for his inconvenience.  We look forward to remedying the situation and caulking the spaces the client has requested.  Thank you

  Customer response

  11/30/2022

   
  Complaint: 18379328
  
  I am rejecting this response because:

   

  Closets by Design pretends like they were unaware of my dissatisfaction.  This is an act because of the public nature of my complaint.  They knew perfectly well I was dissatisfied as I told them multiple times.

   

  The closet was installed on 10/27/2022 but the installer did a shoddy job.  He secured four of the baseboards to the wall but did not secure the other two.  In addition to this there are visible gaps between where two of the sections connect at a perpendicular angle.  I informed Closets by Design of this substandard work and provided them with pictures.  After reviewing the pictures, they agreed to repair this poor workmanship and send out a different installer on 11/07/2022.  Their installer no-showed even though we had a confirmed appointment that day between 2:30 4:30 pm!  The installer called me at 4:50 pm and said he had no idea when he could make it out to my place.  I called the office to complain about this no-show and they had no explanation as to why their worker didnt show up.  When I told them that I expected someone to come over the next day to complete the job instead, not only did they refuse this reasonable request but also refused to tell me when they would be able to get someone back out to my place.  I told them to figure it out and ended the call.

   

  My closet has been installed but is not fully functional.  I am not going to load all my clothes into the closet and then have to remove them again for repairs to be done.  If they traditionally do not caulk the closets or the toe splash then why did their installer secure four of the boards but leave two unsecured?  Why would they agree to return at no charge and provide me with free upgrades? Their claims do not pass the smell test.  No reasonable person would accept their bogus claims based on the facts.

   

  My closet was supposed to be installed and fully functional on 10/27/2022.  Here it is 11/29/2022 and my closet still has not been repaired.  They have broken their word on more than one occasion.  Until they provide additional accommodations for the lack of full use of my closet they are not welcome to return to my home.

  I expect Closets by Design to provide a billing adjustment a discount on their services for not meeting the original 10/27/2022 installation completion date nor the revised agreement for 11/07/2022.  Verbal agreements are as binding in court as a written agreement if they can be proven.

   

   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Retained for custom pantry. Within ****************************************************************************************************** uncomfortable. A cust. Serv. Rep called me an hour later, I said I wanted installer to leave, they insisted he stay and held completion of the job over my head. Throughout the day he became more aggressive, both verbally and in the manner he treated my property. I called CBD and again told cust. srvc. I wanted the man out of my house. The call was escalated to operations manager. Instead of getting their employee out of my house as quickly as possible the operations manager kept me on the phone for almost half an hour arguing with me insisting I needed to make payment in full, unethical when i was clearly in distress. I agreed to make a payment just to get the installer out of my house. When I was finally able to look at the work in my pantry I was appalled at how bad the workmanship is: cabinets misaligned, crooked crown molding, cracks in wood, caulk used to cover defects in material and gaps from misalignments. Its so bad it looks intentional. I called the operations manager back in a complete panic, he quickly ran my credit card during the call for the additional payment likely because he knew I would revoke authorization to do so. He didn't acknowledge a single problem with the pantry, to this day not a single representative of CBD has despite how blatantly bad it is. After the installer left I discovered he urinated all over my toilet seat (the part where you sit), cursed at my mother, and left screws and garbage in my driveway. No apology from the owners or anyone with actual authority with this franchise. CBD only offered to send a supervisor to my house AFTER they were told them we would not work with them any further. Given their conduct I lost all faith they could ever fulfill their obligations per contract. I now have to pay someone else to redo the entire job. Materials are worthless. I am again requesting a refund.

  

  Business response

  11/14/2022

  We're sorry to hear the client is unhappy, Unfortunately our recollection of events does not correspond with the clients.  Our management team offered to go out and address her concerns directly and the client has not permitted us back in her home.  Attached are photos of the job which is complete except a countertop.  We were unable to install the countertop because the client will not permit us too.  We will not be able to refund for a project this is already installed.  However, we did clear the balance on her account which was $1,050 (on a total job of $4,100).  She is now considered paid in full.  Thank you. 

  Customer response

  11/17/2022

   
  Complaint: 18327142
  
  I am rejecting this response because:

  The fact that they provided photos to show the work was actually done as if it somehow combats the 58 pages of pictures i provided that clearly depict how poorly the work was done underscores that they dont actually care about the quality of their work -they give you what they give you and make you fight them to get the work done the right way. This is a clear pattern and practice of theirs in reading other BBB complaints and ****** reviews. The fact that their employees are trained to hide things with caulk like defects in the material, damage like cracks, and gaps from misalignments from their own bad measurements and poor cuts speaks volumes about how they do business, and thats certainly not what I paid over $3,100 for. What their installers did at my house couldnt be further from what was shown to me in advertisements, pictures and materials from their sales rep and more importantly what I contracted for. It is extremely offensive that they would claim my version of events differs from theirs, essentially insinuating that Im lying solely for the benefit of other readers because the truth is they have no valid response for their actions. I have text messages, emails,photos, videos and security camera footage to back up everything I have to say.Not to mention all their phone calls are recorded. This companys attempts to change the narrative and downplay their employees deplorable behavior, what transpired at my home and how their business completely failed to respond,apologize or do anything at all is the very reason I lost any faith in their ability to conclude this transaction in a manner that would be acceptable to me or any reasonable person. What they failed to mention is that they only claimed to offer to send a supervisor to my home AFTER they were told they would not be permitted in my house again. This company treats customers as if they have no recourse whatsoever because they think no refunds or cancellations means the customer has no choice but to accept what they give you when they want to give it to you, or get threatened with a small claims suit. No refunds or cancellations only applies when the party is actually capable of performing the service contracted for and this company is clearly not - otherwise they would not employ people that would EVER do such shoddy work in the first place. The structure of the pantry was installed, there is no denying that. The issue is and always has been how inexcusably bad it was done - in addition to the fact the person that did it was not only disrespectful, but downright nasty and they are responsible for the people they send into their customer's houses. Again, to this day this company has refused to acknowledge a single problem with their work,which is evident from their response. I have now been forced to pay to have the entire pantry redone, expending an additional $4,000 just for the materials,not even including installation. I have disputed the closets by design charges with my credit card company, and I will vigorously pursue that dispute and any other methods of dispute resolution available to me. My BBB complaint was an attempt to resolve this issue amicably as their attorney stopped responding to me after I sent him the same pictures that were attached to the BBB complaint. Their response is clearly not in good faith, the waiver of the $1,000 is meaningless, I was never going to pay that and they know it. Like they said,they didnt even complete the job. I am once again requesting a refund of my $3,100. I have always conveyed and remain willing to negotiate to resolve this amicably. 

  Sincerely,
  
  *************************

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed 10/19/2021. Installation date (first attempt) 3/2/2022. Unsuccessful due to multiple pieces being manufactured in incorrect sizes (doors, all shelves, some closet rods). Installation less than 50% complete, closet completely unusable. One of the sections does not match the other five. Requested that it be dismantled and refunded, denied. Requested that a supervisor come to see the work, denied. Had to accept repair order for redo of all doors, all shelves, and the mismeasured rod install. Requested assistance from the salesperson, who refuses to come, is hard to reach, and "forgot" to call me back. Second installation attempt 3/24/2022. Per installer, the entire left side of the closet has incorrectly measured so floor/baseboard boards need to be replaced, which are bending the vertical components (so the center section is not square) and therefore the provided shelves and doors dont fit. At floor level, the central section is 40 1/2 inch; 21 inches from the floor the section is 41 3/8 inch. Again denied refund, again denied a supervisor or salesperson to come review the work. Must undergo another Repair order. Requested changing out the non-matching section again. The reasons cited for it being different than the other five are not applicable (reasons include: to hide hanging hardware; but there is no hanging hardware visible anywhere, because its policy, and you dont have to worry because we didnt charge you for the extra). The service person hung up on me without resolution. Third installation attempt 4/12/2022. The base section was repaired and doors hung. Now shelves and closet rod are too short and we will need a fourth installation attempt (date not set). The non-matching section was not addressed at all.

  

  Business response

  04/29/2022

  Here is our plan moving forward.  We have spoken to ***************** and have confirmed and agreed on the following:

  We will be changing the section at her request to make it similar to all the other sections even though we were installed per her signed contract.   We have verified her rolling laundry basket size

  and have agreed to make changes at no charge and to replace a few hanging rods on the confirmed service date of May 25,2022

  Respectfully

  ***** Mastrogiovanni 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a credit with the company. I used part of that credit to have some drawers installed in a closet that they previously did. It took several trips to our house, multiple re-dos of the drawers and several sets of slides to try and get the drawers close to the quality of the initial installation. After all of these attempts and still very poor quality I tried getting the remainder of my balance ********** refunded to me as the workmanship had gone downhill so much I didn't intend on using them again. After many phone calls and constant run around, I was told that this company NEVER refunds money and I would have to use the credit. When I tried using the credit again, I was told that there no longer was a credit and the remainder of the money owed to me was used a s a "cancellation fee".

  

  Business response

  10/20/2021

  Consumer Response /* (2000, 8, 2021/10/20) */ Hi, I called yesterday and left a message that the owner of the company contacted me and they are going to honor my credit with them. Therefore I would like to get that noted and show the case as resolved. Thank you, ***** ******

*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. ↩