ComplaintsforClosets By Design Of The Emerald Coast

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wrote a check to the above on Feb 22, 22 for 1200.50. I was told it would be probably mid-Oct before they could install it. However, my number changed and they claimed to have called and left a message for me but did not obtain a verbal confirmation. They claimed not to have my email address. The installer came to my house on Jun 13, 22 but I had a medical appt on that day so they said it would be a $500 charge for missing that day because they have to pay the installer. So after arguing about thirty minutes I said go ahead and charge the $500 and mail the remaining balance to me but they replied no because I also have pay 20% of the total balance of 2500. I asked why would you send an installer without a verbal confirmation and they stated because they have a binding contract. They claimed not to have my email address which is not true. I could not find my copy of the contract. Is this legal?

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/06/22) */ Thank you for reaching out as we would like to clarify this situation and as we mentioned on the phone, we would like to work with you to complete your project. During the initial design appointment, the designer and the homeowner agree on a good installation date. In this case the date was June 13, 2022. This is written on the Sales Agreement and a copy of this agreement is supplied to the client with a copy of designs before leaving the home. We are very committed to this date, and in addition we always complete a 7-day call prior to the install date and a 24-hour call the day before the install date to remind the client and let them know when to expect our installer to arrive. The client did not complete the email address information on the Sales Agreement, and we do not have it on file so the phone number on the Sales Agreement was our only means of communication. Both the 7-day call and the 24-hour call were completed, and time stamped in our system and voice mails were left on both occasions, this is very common in our line of business. Per our commitment, our installation team arrived on time and met the client at the door. The client did not allow our team to enter the home due to a conflict with her schedule and our installer left the job. Our installation manager then reached out to the client via the NEW phone number that the client gave to the installer and the install manager was unable to reach her but was able to leave a detailed voicemail that we would be moving her installation out to our next available opening which is in October 2022. In addition, and per our Sales Agreement the installation manager explained in the voicemail, the same day cancel penalty if our installer loads the custom job and arrives to the job on time and the client cannot allow us into the home and requests a reschedule. We are committed to our clients and our install dates, and we strive to be on time and provide the best possible service on each and every job. As mentioned, this custom job is prepared and now sitting in our warehouse. We are happy to work with you to move forward and complete the job. We want you to have this closet and hope that we can move forward to create a beautiful functional space for you to enjoy for years to come. As a side note, I am happy to email the Sales Agreement to you if you cannot find your copy. Consumer Response /* (3000, 8, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because in view of my application completed by ******* ******* was not fully completed with my email address. The address would have been an alternate option to contact me. However, she did not complete the application which questions her professionalism in gathering the necessary information to use at a later date to contact me. Also, in the "Terms and Conditions" consisted of "10" items for my acknowledgement and understanding, however, there are only "4" blocks requiring my initials (Out of 10). My initials indicate that ******* explained the application content which conveniently failed to explain about the additional 10% for schedule changes. The number "4" block also describes the 20% charge for delays or postponement of installation. None of item "4" was conveniently discussed by Charity. Business Response /* (4000, 10, 2022/06/23) */ Thank you for your prompt response and the application that you are referencing is our Sales Agreement /Contract. We appreciate the time that you took to review it today and read through the terms and conditions. We ask all our clients to read through this at the time of the appointment before they initial, sign and date it. We are careful to include the installation date on this Sales Agreement in the top right-hand corner to ensure our clients have all of the needed information in writing before we leave. I am more than happy to make myself available should you have additional questions, please do not hesitate to call. Our team is on standby to take your call and work with you to reschedule your closet installation. Please be sure to review your contact information with our office during this time to ensure we have a valid phone and email address. We look forward to talking with you. Consumer Response /* (4200, 13, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me clear: I have no interest or inclination to move forward with this contract because of how you do business. Your business fails to inform the customer so you can charge unfair and exorbitant fees. I am requesting a FULL refund. Every business knows the importance of FULL transparency during and after communicating your offered products. The ONLY thing transparent about this business is FRAUDULENCE.

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