Complaints

This profile includes complaints for Closets By Design of Atlanta's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Closets By Design of Atlanta

  2880 N Berkeley Lake Rd NW Ste 4 Duluth, GA 30096-4399

• 

  Closets By Design of Atlanta

  3165 Corners North Ct Peachtree Corners, GA 30071-1557

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.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Closet by Design ATL came out to my home on 2/12/2025 as I needed my bedroom closet done. ****** ********* who came out to see the space advised what he would be able to do gave me a quote. The job would cost $2480. I would need to ***** him the money for the job. I do not zelle as I am 70++ am not familiar but can ask my daughter to do it for me. I did however give him $480 cash & said I would have her send the rest. I signed the form, he explained nothing further to me. He was given my daughters number to confirm where the zelle needed to go. He texted my daughter about the transaction & to send a picture of the confirmation. The bank denied it & said it was fraudulent no matter what was said to them. In the frustration of the whole process I asked my daughter to call him & cancel the whole thing. She did but he did not answer. She sent him a text asking if he would call her back. This all took place on the same day 2/12/2025. It was now 8:44pm in the evening he was told that we wanted to cancel & he stated that he had not made it in the office to input the payment so when he got to the office he would have his manager reach out to cancel it. The next day no call was received & ****** did not answer his phone when called again. Finally I called the company to speak with his manager who stated that she was unaware of him having the $480 however the contract states that i would need to cancel it within 3 business days in writing. ****** did not state that to me. The manager herself said that she would have to speak with ******* manager & call me back. She failed to address this discrepancy. ****** was left multiple messages in which he has not tried to return any calls. why avoid the client if you have done nothing wrong. But he told his manager that he was never contacted to have the work cancelled. Called the company on 2/20/2025 again they did not provide a satisfactory solution. As a result, I feel robbed of $480 by a dishonest employee of this company.

  Business Response

  Date: 02/27/2025

  The client signed a contract with Closets by Design on February **, 2025, for a Custom Master Closet and Custom Linen Storage totaling $4,960.A 50% deposit of $2,480 was required to secure the installation date of March *******, that our designer discussed with the client. The client gave a partial deposit of $480 cash, and as the client stated, her daughter was going to send the remaining $2000 deposit by *****.
  We apologize that the client had issues using Zelle. We receive over 100 Zelle transactions a month but we do appreciate that ***** is always looking out for its clients and would rather error on the side of caution than to learn that someone lost several thousands of dollars in a fraudulent transaction.
  Besides Zelle, the client could have paid the remaining $2,000 by cash or check also.
  The client did not call our office until February 19, 2025, regarding her request to cancel.
  Terms and Conditions #** of the signed contract states: Notice of Cancellation: You may cancel this transaction, without penalty or obligation, within 3 business days from the below date. Any notice of cancellation must be signed, dated and delivered in writing to CLOSETS BY DESGN, ******************************************************
  The clients third business day to cancel without penalty was Monday, February 17, 2025. Our office is staffed Monday thru Friday from 8AM to 7PM and Saturdays from 9AM to 5PM. We also have a live answering service, so our clients can call at any time to get immediate service or to leave a message.
  When we spoke to the client and her daughter, they stated that they had requested to cancel via text with the designer. We asked the client if they could please forward the text message to us, and they said the text message only said to please call.
  Of the 10 pages of paperwork that the client signed, eight of them had the phone for the office printed on them, but the client did not reach out to us until a week after the contract was signed.
  We did not rob the client of $480, this money is posted to her account as her deposit and her designs for the Custom Master Closet and Custom Linen Storage are on file.
  We look forward to working with the client and her daughter on these custom projects, when they are ready.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was not approved for the financing of the job and I told the guy if I was not approved I wanted a refund of the deposit. The deposit was only to hold my install date. He said I had to spend 10k cash and I could not get my deposit back. I have followed up with the company multiple times.

  Business Response

  Date: 01/22/2025

  This client is not ours. She is from *******. This is also the third complaint in a row that we have received that is from a client in a different state, working with a different location. 

  Is there any way to better filter or prevent this from happening in the future?

  Business Response

  Date: 02/18/2025

  The client signed a contract with Closets by Design on May *******, for a *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage totaling $9,380.
  The client made a 10% deposit of $938 on May 19, 2023.
  With a 10% deposit the client's project was put in our KPLAN, which is a layaway plan. This deposit holds the current pricing offered to the client and allows the client to make future payments at their discretion, it does not require a monthly payment and there is no fee. When the client reaches a 50% or higher deposit the client may schedule the installation of their Custom Project when they are ready. The 10% deposit does not hold an installation date.
  On the clients signed contract, in the space designated for an installation date, it is written KPLAN.
  The client had the option to apply for financing before she signed the contract.
  Even after signing the contract on May 19, 2023, the client had until May 24, 2023, because of the weekend to cancel the contract without a penalty or obligation, this is five days.
  Item# ** of the terms and conditions of the contract states:Notice of Cancellation: You may cancel this transaction, without penalty or obligation, within 3 business days from the below date. Any notice of cancellation must be signed, dated and delivered in writing to CLOSETS BY DESGN, ******************************************************
  The client reached out on July 25, 2023, and requested to speak to her designer. After speaking to the client, the designer emailed her on July 25, 2023. The client replied on July 31, 2023, that she would like to submit the application for financing, the designer replied that same day with the link for the application. The client replied later that day, July 31, 2023,It was denied so I will just pay cash and do it in parts. Can you split off the kids closets and apply the deposit to that and I understand there is a $150 fee? I should have a balance of $986 and I will pay that today so we can get on the calendar.
  The designer replied to the clients email that evening,July 31, 2023, that she could choose to move forward with the 2 kids closets which total $1934, leaving $7,446 on layaway, and there would be a split job fee of $150. He also advised the client that she would need to pay the remainder of the 50% deposit for the 2 kids closets which were $773 plus the $150 split job fee to schedule the installation date.
  The next day, August 1, 2023, the client replied that she did not want to move forward with the other spaces, so she did not want to leave them in layaway. The designer replied to her email explaining that they both signed a contract on May 19, 2023, entering into an agreement for a purchase totaling $9,380. There fore the client could split the projects and not do all the spaces at one time but she was still obligated to the contract total of $9,380 because she did not cancel within the allotted time frame stipulated in the signed contract.
  The client stated in her email on July 31, 2023, that she would be paying cash. We never advised the client that her payments had to be made by cash. She paid her deposit of $938 by Mastercard.
  On August 1, 2023, the client called our office requesting to speak to her designer or their manager. We advised her that we would reach out to her designer to contact her again.
  On August 10, 2023, we emailed the client with a complete breakdown of the cost of each custom space purchased and the amount required to move forward with each space. The client replied to the email requesting to cancel her contract. Again, we advised the client that she was beyond the three business day cancellation period from May 19, 2023, to cancel her contract and receive a refund. We would leave her *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage in layaway until the client was ready to move forward with any or all of the spaces.
  We have had no additional communication with the client since August 10, 2023.
  The clients signed contract, deposit and designs for the *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage is on file in our layaway plan whenever the client would like to revisit or move forward.
  We look forward to working with the client to complete her *********** Closet, Custom Daughters Closet, ************* Closet, Custom Pantry and Custom Garage Storage.

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  enter a contact with Closets by design to have the washroom and one closet. The next day I saw an internet or TV add for closets by design had 40% off and an extra 15% off which they did not offer me. I call closets by design the same day and asked about the promotion. I did not get the whole part of the promotion, but I agree with what they offered me. I was told later by closets by design, I had to sign a drowning serving as a new contract to get the 40% off and 15% off. Closes by design contacted me told me ****** E **** I did not sign the drawing/contact and I only had one day left or the contract was not voided. So I checked my email and signed the drowning/ contact and sent back. A days later, I decided to get the drawers. *********************** contacted by phone closets by design and told them I wanted drawers. Someone at Closets by design said no problem I would need to contact **** so he can draw up a new drawing / contact for me ****** E **** to sign.I contacted **** from Closets by design/ **** the same day and he told me it would be no problem.After a few days later I ****** E **** texted, called and sent him an email ****. To get the new drawing/contact for me to sign and I ****** E **** got no answer.Two days before the install date, I received a call from the install Manager. I told him that I had made changes and **** has not gotten back with me on the new contract. Manager call me back and said he was going to install the closets I asked him with the drawings. He said yes and I ****** E **** asked him no price change. He said he was going to install the shells and come back later to install the drawers. I told him I did not trust him to do so. He became very argumentative and told me he was going to install shelves in my house. I told him at this point I want my money back because I do not trust what youre saying. Very rude and Non-responsive after they got my money

  Business Response

  Date: 09/23/2024

  The client signed a contract with Closets by Design on May 7, 2024, for a Custom Main Walk In Closet and a Custom Laundry totaling $3,000. 
  The clients installation of the Custom Main Walk In Closet and Custom Laundry was scheduled for June 18, 2024.
  After the designer left the clients home on May 7, 2024, the client called in and requested to receive the 15% discount that he seen online. We explained to the client that he received a 40%, 15% and 5% discount on his purchase so he actually received even more. The client did not agree and stated if we didnt want to give him the additional discount he would cancel. In an attempt to retain the clients business we offered an additional 10% discount of $300. The client accepted this and said he would keep the contract and do business with us.
  On May 7, 2024, the designer emailed a change order to the client reflecting the additional discount. On May 10, 2024, the client stated that he had not received the email so the designer forwarded the email on May 10, 2024. The client signed the change order with his acceptance and emailed it back on May 10, 2024.
  On May 10, 2024, the client called our office and said he would like to add drawers to his closet, he wants the drawers to replace the shelves. We advised the client that we would have his designer reach out to him to discuss his request.
  Our designer reached out to the client, and reported that after discussing the cost difference and maximizing the space, the client would move forward with the install as designed, he was not looking to increase the cost of the closet. He could always add drawers after the initial installation if he found that he still needed them. There are two different areas where drawers can be added.
  We did not hear from the client again about adding drawers until June 11, 2024, when we called the client and left a message for a seven-day reminder of the upcoming scheduled installation.The client called back inquiring about drawers being added to the installation.He said he never received any paperwork from the designer regarding this. Our sales manager explained to the client that the material for his Custom Main Walk In Closet and Custom Laundry had been cut and was ready for installation so she didnt know how expensive this change would be, all the sections were only 12 deep so we would have to add not only drawers but additional panels and this may make a huge difference in the cost of the closet. She offered to price everything out for him, but he said no, his designer told him there was not much cost difference and he didnt want to move forward if it was going to be expensive. The sales manager suggested that we send him the pricing to make his own decision because what is expensive to one person may not be to the next person, but he said he was at work and had to go so the call ended.
  On June 17, 2024, the client called again stating that he wanted to add drawers, he spoke to our installation team and advised that if we could not include the drawers, he just wanted to cancel everything.
  Our director of sales called the client back, regarding his request to add drawers. He advised the client that he had given special approval to add the drawers to the original design without adding additional panels, which would save the client money. He advised that the designer would email the additional work order for the client to review and sign so we could move forward with this.
  The client also stated that the scheduled installation of June 18, 2024, was not really a good day for him and he would prefer to push the installation out to Monday instead. After reviewing the installation schedule and to allow time to produce the drawers, we agreed to push the installation out to Monday, June 24, 2024, as the client requested,without a rescheduling fee as stipulated in the contract, and asked him to please review the email that was emailed to him from the designer.
  The client called back and stated that he got the order for the drawers, but it does not show the correct discount. Our director of sales went over the order with him.
  The client now stated that his designer told him the drawers would only be an additional $50 each and he needs to see our price list. He said he had to go and ended the call.
  On June 20, 2024, we called the client to follow up on the additional work order for the drawers. The client said this isnt where the designer had originally talked to him about putting the drawers.
  We called him back and explained that as our director of sales had told him when they spoke on June 17, 2024, we would be putting the drawers in the shelving section to save cost for the client. He requested that our designer call him to discuss.
  On June 21, 2024, our director of sales called the client to follow up on the additional work order for the drawers. The client stated that he did not want to be rushed and would call back later.
  Our installation team called the client on June 21, 2024, to confirm the arrival window of his scheduled installation on June 24, 2024. The client stated that he was not confirming at this time because he was trying to get something worked out. He stated that he has not signed the additional work order for the drawers yet and he needs another week to make a decision about the drawers. We advised the client that we could push his installation back for him but there would be a 20% rescheduling fee as per the terms and conditions of the contract.
  We advised the client that we already waived the fee for him once when we moved the installation from June 18, 2024,to June 24, 2024, but we would not be able to waive the fee again. The client stated that was not paying a rescheduling fee, he would take us to court, and hung up. Our installation manager called the client back and left the client a voicemail.
  The client called back and stated that he was a disabled vet, and he was not going to be taken advantage of. He wants the installation pushed back another week, so he has time to decide about adding the drawers, he does not want to be rushed. He said he didnt want shelves he wanted drawers, but when we sent him the updated design with the drawers in the shelving section, he stated that this wasnt what he wanted.
  Our installation manger suggested that we install the original design that the client approved, so the client would not incur a rescheduling fee and that we would come back on a later date after the client had time to decide to add the drawers. The client said that he has been asking for these drawers for a long time and we are not putting the drawers where he wants them. He also said that he was quoted $340 for the drawers,and he would be willing to pay us $300 for them but he is not paying any more.
  On June 21, 2024, we sent the client an email which included an additional work order to add the drawers to the open wall next to the door so the client would be able to compare the two designs and the cost for adding drawers to his closet.
  We advised the client that if he wanted to move forward with either of the designs presented to add drawers, we would need to receive the signed additional work order by 10:00AM on Monday,June 24, 2024, and we would be able to install the drawers with the original contract.
  Our installation manager called the client at 10:20AM on June 24, 2024, to be sure we were all on the same page regarding the scheduled installation for that day. The client stated he couldnt talk. Our installation manager tried to quickly confirm that we were only installing the original design because we had not received either additional work order back with his signatures for approval and the client said he told us he wasnt installing that day and he hung up.
  The client called back later and said we can do one of two things, we can give him a full refund of his money or he will see us in court. He is not going to do this. Our installation manager tried to explain to the client that we were trying to work with him, we had already moved his installation for him once, at no additional charge.
  We sent the client an email to recap our efforts to work with him and to be sure he knew that we were eager to come to a resolution with him. We did not hear back from the client again that day.
  The client called on June *******, and spoke to our installation manager. He recapped how he had seen how everything played out and asked for a refund. Our installation manager reminded him that he spoke to him on Friday and Monday and was diligently trying to work with him to get his installation with his drawers as he wanted. The client said that the person he spoke with was not helping him get his drawers, but the installation manager was the individual he had spoken to.
  The installation manager told him that he was still committed to working with him to get his installation completed as he wanted. He asked the client to look at both additional work orders that were sent to him and send back the one that he wanted to move forward with, and we would get him back on the installation schedule. There was no time constraint put on his decision so he would have all the time he needed to decide what he wanted to move forward with. The client said that he would have to call back.
  The client called back and stated that he never received emails from us. Our installation manager confirmed the clients email address and said we would resend the emails and asked him to stay on the line to confirm the emails were received. The client stated that he had to go and would call back.
  The material for the clients Custom Main Walk In Closet and Custom Laundry is in storage at our facility. We are happy to reschedule the installation at the clients convenience when he is ready to move forward with the Custom Main Walk In Closet and Custom Laundry with or without the addition of drawers.
  If the client would like to have a designer come back to his home to review the designs and possibilities of additions,we are happy to schedule this at the clients convenience.
  It is never our intent to misrepresent our product or frustrate a client. It is always our goal to work with our clients to provide them with a beautiful Custom Design. 

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We had closets by design come out and design our master closet. The customer service was amazing and we were mostly pleased until they created two holes in our carpet and refused to fix it. The installation manager ************************* was sent photos of the damage and basically said they dont use anything that could have caused the damage. Meanwhile my husband spoke to another person in the same department who told him he knew what probably happened and that ******** was probably dropped on the carpet and they tried to get it up and created the holes. That person was supposed to follow up w an email and never did. They were slow to respond to our calls and emails. We had perfect carpet prior to installation. Paid them a lot of money for them to refuse to just fix the holes. Horrible experience talking to someone who refuses to take responsibility or just make it right. They sent us the before picture that they took of our carpet and it wasnt even the side that had a hole in it but the after picture was the side w the hole but its far away so you cant see it. Unbelievable that they could easily have fixed two small holes and had raving fans. The very least they could have done is come look at the carpet.

  Business Response

  Date: 07/19/2024

  This is in GA, not Central Fl..

  Wrong franchise., please remove. 

  Business Response

  Date: 07/29/2024

  The client signed a contract with Closets by Design on May 4, 2024, for a Custom Master Walk In Closet.
  The Custom Master Walk In Closet was installed on June 17,2024. The client signed the installation report as complete to contract. They also signed the post job inspection report and reported no issues.
  On June 19, 2024, the clients husband called and reported that he found a fingernail size hole in the carpet that looked like something had dripped/dropped there and then was attempted to be cleaned up. We requested that the client send photos to be reviewed. We sent an email to the client on June 20, 2024. Unfortunately, sometimes our emails go to clients spam folders instead of their inbox and are not seen by the client. We were not aware that the client did not receive this email.
  On July 3, 2024, the client emailed pictures of the carpeting to our customer service email. The client sent the email after 5pm and our installation office had already left for the fourth of July holiday, so they did not receive the email until they returned to the office on July 8,2024.
  We called the client on July 8, 2024, and acknowledged receipt of the email. We advised that we would be reviewing the file and the pictures and would reach back out to the client regarding a resolution.
  We replied to the clients email on July 9, 2024, requesting some additional pictures of where the carpet spots were located in the closet space. The pictures we had received were close *** of the damage and we wanted to know where in the closet this was located.
  On July 16, 2024, we had not received a reply from the client, so we reached out to the client again with a follow up email. The client responded to our email with additional pictures and a video.
  On July 18, 2024, the client sent an email offering to send additional pictures. She also called to get an update. The installation coordinator that previously spoke to the client was not available, but a different installation coordinator did speak to her and advised that they would relay the information to management, and that they should get a call back before the end of the day.
  Our installation manager replied to the email by sending her the before and after pictures that were taken by our installer. He then gave the client a call back on July 18, 2024. He reviewed with the client that the installer did put blankets down in the work area, you could see them in some of the before pictures, so he did not see how something would get in the carpet if it was covered by blankets. The client replied that the before pictures did not include a picture of the area in the closet where the hole is located. He advised her that he also spoke to the installer and the installer did not recall anything that dropped or dripped during the install. He advised the client that unfortunately, he did not see any documentation that these holes were made by our installer and asked if the client had any additional information that they could share with us. The client insisted that the holes were not there before,and they were not the type of people to blame someone else for something they didnt do. They had only been in the home for three years so this was relatively new carpeting.
  It was not that we did not believe the client, but unfortunately, not everyone is as honest as they are. After being in business for over 20 years, you can imagine the claims that clients have made over the years that were found to be false after further investigation.
  Even though we advised the client that day that we did not have enough documentation to confirm that the holes were made by our installer,we did not stop investigating the clients concerns.
  On June 22, 2024, the client called our office asking to speak to someone. One of our sales coordinators called the client back to discuss her concerns. She advised the client that she would have the clients file pulled and review everything to see if there was anything else that could be done.
  Later that afternoon, our installation manager called the client back and advised her that upon further review, we had made the decision to move forward with having the clients carpet patched/repaired. We had already spoken to a company in her area and would be getting back with her as to when they could come out.
  (We did not receive the notice from the BBB regarding the clients complaint until 7:44pm that evening so our decision to handle the patch/repairs to the clients carpeting was made prior to receiving the clients complaint.)
  We called the client on July 23, 2024, and left a message that Carpet Salvage had been scheduled to come to their home on Friday, July 26, 2024, to patch/repair their carpeting.
  The client called back on July 24, 2024, and requested that Carpet Salvage not arrive until after 12PM on Friday.
  Carpet Salvage went to the clients home on July 26, 2024,but required additional carpeting and scheduled a return visit for Monday, July 29, 2024.
  Carpet Salvage contacted us on July 29, 2024, and notified us that they have completed the repair. We called the client to follow up and left a message.
  We appreciate the clients patience while this repair was being handled. We look forward to working with the client again in the future.

  Customer Answer

  Date: 07/29/2024

   
  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.
  

  We are grateful to closets by design for repairing the damage. We are now satisfied customers. 
  

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

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Closets by Design installed our closet system on 12/6/23 leaving around 2:09pm. We received an alert in our alarm app at 2:52am on 12/7/23 that our backyard video device has not responded to the automatic system checks in 12 hrs. We contacted the alarm company to have a tech come check out the issue. They advised that they would try to troubleshoot over the phone first because the charge is $150 for someone to come out. They attempted to troubleshoot, but that was unsuccessful. ******* I spoke with said that they were backlogged with scheduling technicians due to the upcoming holidays but would get someone out as soon as possible. We were scheduled for 12/22/23. The tech came out and removed the camera from the exterior of the house &there was absolutely no power cable attached to the camera that was there previously. The tech advised that the power cable was run along the baseboard of the closet on that particular wall that leads to the exterior camera and that the cable was removed and no longer present or connected to the camera. Please note that the installers removed the baseboard in order to install the closet system, and the wiring/cord is not something that was visible to us and could only have been removed during the removal of the baseboard on that wall. We contacted the company to advise of this issue and spoke to ****** in installation and he requested information from the security company stating where the wire was located in the closet. That was emailed to him on 12/23 with no immediate response. Another follow up email was sent on 12/28. The company responded on 1/5/24 stating "There isnt a definite way to confirm that closets by design caused damage to the wiring or exterior camera of the home". My husband called ****** to discuss and was basically advised the same thing, that they are not responsible. Again, there is no other possible way that this wiring/cable would have been removed since it was run behind the baseboard, that the company removed.

  Business Response

  Date: 01/23/2024

  The clients Custom Master Walk In Closet was installed on December 6, 2023.
  The client reached out to us on December 22, 2023, stating that they believed our installation team demoed the wiring for their exterior security camera when they removed the baseboards to prepare for the installation of the Custom Master Walk In Closet. She stated that the wire was not visible,it was run under the carpeting.
  We advised the client that we do not remove, cut, or take up the carpeting.
  She said she did not know what it looked like or exactly where it was run but the camera company advised that the wiring is now gone.How does the camera company know that the wire is gone, did they uninstall the Custom Master Walk In Closet to look under the carpet?
  We understand that the clients camera quit working on December 7, 2023, which was after we were at their home for the installation of their Custom Master Walk In Closet but it cannot be confirmed when the camera actually quit working. Perhaps the wire was pulled out from the camera, when the client emptied out the space, prior to our arrival for the installation.
  There was a delay in correspondence because our installation department was not working from December 23, 2023, thru January 1, ****, due to the holidays.
  Although it is unfortunate that the clients exterior camera quit working and they believe it was related to the installation of their Custom Master Walk In Closet, there is no evidence that our installation team demoed the wiring. As the client stated, the wiring was not visible and they did not advise us of the wiring before the installation.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21153060
  
  I am rejecting this response because:
  I advised the business on the initial call that the cord was either run under the carpet OR behind the baseboard, and that the cord/wiring was not visible at all to us so how could we have removed it during emptying out our closet. That only included removing clothes and shoes, not any fixtures, shelving or baseboards! There is no possible way that we would have been able to remove the wiring/cord without removing the baseboard. The only people that removed the baseboard is CLOSETS BY DESIGN ATL, and although the guy we spoke with claimed that they "would not" do that, he has no idea what was done because he wasn't here and they did not even offer to come out and take a look at where the wiring would've been placed as well as where the camera is located on the exterior of the home. Before the outage of our camera we were not sure where the wiring was placed in order to give the installers a "heads up", but if any logical person sees wiring/cords when they remove the baseboard, they should have left it where it was or at a minimum walked right outside the room, where I was working at my desk, and asked what we wanted them to do with the cord/wire. But they said absolutely nothing! And as requested initially by the business, I provided them with the information from the security system company stating where the wire was located, and I think they know better where they installed the camera wires than someone that wasn't even here, or had any part in the installation of our camera.

  Also, as previously stated, there was a delay in contacting the business because we did not want to assume or accuse them of anything until we found out for sure what was causing the camera outage, and when we were advised by the security system company what the issue was, we contacted the business the same day. They never seemed willing to accept responsibility for their employees actions from that very moment. I just wish I had checked BBB or any review site before hiring them to install our closet system, because I would've been warned in advance that this company does not take accountability for their actions, and saved us from having to go through this whole thing. I would've paid more to deal with a company that stands behind their work and is accountable! 
  Sincerely,
  
  ******* Register

  Business Response

  Date: 01/26/2024

  We have reviewed our phone calls and during the call on December 22, 2023, the client did state that the wire ran under the carpet to the outlet across the room. It was later in that same conversation that the client stated it may have been under or behind the baseboards.
  On December 22, 2023, we did offer to send an installer out to the clients home, but the client did not state that they would like to schedule a visit. However, we are not clear what would be done during this return visit. Would we be meeting with an electrician or the security company to investigate what may have happened?
  We have reached out to the clients security company multiple times to discuss the wiring with them and to get a clearer picture of the circumstances, but they have said on each occasion that they would call us back and no one has ever called back.
  At this time, the client has not provided us with any evidence that the disconnected or removed wiring was actually done by our company.
  We are happy to continue to work with the client to investigate this situation further to try to come to a resolution.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21153060
  
  I am rejecting this response because:
  We have advised multiple times that no one, other than the business (Closets by Design Atlanta), had access to the wiring/cable that was connected to the exterior camera. I'm not sure what number the business is calling to speak to the security company, but our **** ************************ can be reached at ************, to answer their questions and explain how the wiring was installed that is no longer connected to our back camera.

  
  Sincerely,
  
  ******* Register

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Closet by Design came to me on 4/7/23. Designed a closet based on the space, the price $3800. I paid a 50% deposit, $1900 on my credit card. install date was 6/2/23. Days before install, I got a call from Closets by Design telling me that I had to pay in full before the installation. On 6/2/23, I paid via credit card the remaining balance of $1900. I was asked to sign an approval form that had my full credit card #, my CVV and exp date. I questioned it as I was uncomfortable with having my full card # being exposed and signing a document saying to charge my card again when my balance was zero. I know my consumer rights so I knew that was illegal. I signed the doc but crossed off my card #. He called his manager who then called me. I told him the same thing and the transaction already posted to my account. He told me in a very threatening way that he would not do the work if I did not put my card number back on the paper. I told him the policy was not legal according to consumer rights as I work for a credit card company. Merchants cant store that info all together on piece of paper. He again threatened to have his workers leave if they didnt get my card # I told him that I really wanted them to do the work done. I told him he could not refuse me service because I had already paid for it. He said he could and would tell his work is to leave. I said if you refuse to do the work then issue me a refund. He said I am not getting a refund and not getting the work if he doesnt get my card number on that piece of paper. After about 35 minutes of back-and-forth he called his worker and told him to leave and they left. I called my credit card company to dispute the charges on the grounds that I paid in full and I did not receive the service. I was the. awarded $1900 for the second transaction (the one that I made on June 2.) Unfortunately the time had expired to dispute the first transaction from April 7. I only had 90 to dispute the transaction. Im out of $1900

  Business Response

  Date: 01/19/2024

  The client is correct that she signed a contract with Closets by Design on April 7, 2023, for a Custom Master Walk In Closet.
  On May 26, 2023, we made a courtesy call reminder to the client of her upcoming installation on June 2, 2023. One of the items that is reviewed during this call is the payment information. This is not new information for the client, this is information that was presented to the client in the contract that she signed on April 7, 2023.
  Terms and Conditions Item# 9 of the signed contract that the client also initialed states: Final payment must be presented to the installer before installation may begin.
  It is our company policy, that the client provide their full credit card number on the installation report. As we advised the client, if she preferred not to do that we also except cash, check or zelle as payment options.
  It is also our company policy that the client provide their full credit card number on the contract, which the client did.
  On June 5, 2023, we called the client to see if she would like to reschedule the installation of her Custom Master Walk In Closet. The client was not interested in moving forward at that time.
  From June 2023 to November 2023, we received no communication from the client. On November 7, 2023, we reached out to the client to discuss scheduling the installation of her Custom Master Walk In Closet. At that time the client stated that she no longer wanted to do business with us.
  In November and December, we continued to reach out to the client to fulfill our part of the signed contract, but the client was not interested in moving forward.
  The client is requesting a refund. As we advised the client,per the terms and conditions of the signed contract, we would not be issuing a refund.
  Terms and Conditions Item# 3 of the signed contract states:I agree that this job involves custom made items and that once my order is in production and/or materials have been ordered, there are no refunds or credits allowed.
  We have the material for the clients Custom Master Walk In Closet in storage and we are ready to schedule the clients installation when she is ready.

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 21138032
  
  I am rejecting this response because:
  Closets by Design is in violation of PCI DSS compliance.  Based on consumer credit protection a merchant shall not stored unencrypted card number, cvv and expiration under circumstance. Closets by Designs policy is wrong and out of compliance. Their policy is for the cardholder to put their full 16 digit card number, CVV and expiry date a black credit authorization form to be stored in their office AFTER the customer has paid in fulll. I did not feel safe with providing my information on written piece of paper AFTER I had paid in full. I have receive partial refund ($1900) back from my credit card company because Closets by Design were out of compliance in their protection of my credit card sensitive information and I did not refuse service. The other portion was not refunded because the dispute time for the charge had expired. I was given an offer to pay cash after I paid the balance on my credit card on the day of installation. Closets by Design has been harassing me while Ive been trying to get refund.  I have not taken any action because I was stressed about the process. I can not do business with a company that violates consumer rights.  If they are not willing to refund I will submit a small claim to the court and expose their violation of PCI DSS compliance 
  Sincerely,
  
  *********************

  Business Response

  Date: 01/26/2024

  It is our company policy to collect the payment information in writing, but the client has options as to how they would like to make their payment.
  For deposits and final balances we accept multiple forms of payment including cash, check, zelle, and credit/debit cards. It is the clients choice how they would like to make their payments. The client can change their form of payment and if a previous payment has been made it will be reimbursed or voided.
  The credit card dispute was in regard to receipt of merchandise, it does not reference PCI compliance.
  Our PCI compliance has been reviewed and approved yearly without any breaks.
  When calling the client and offering to reschedule the installation our intent was never to harass the client but to fulfill the terms of the mutually signed contract.
  The material for the clients Custom Master Closet is in storage and ready for installation when the client is ready to proceed. If the client prefers to have the material for the Custom Master Closet delivered to her home and not installed by Closets by Design, this is an option as well.
  We look forward to working with the client to come to a resolution and complete the contracted installation of her Custom Master Closet.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 hired Closets By Design to replace a poorly done closet job (by another company), and install cabinets and countertop in my pantry. The closet portion and cabinets in the pantry are great. The issue is with the countertop. It took the company 3 separate visits and calling in special teams to get the counter top to fit. They ended up cutting the counter top to fit into the space. It looks great. The problem is, during the many attempts to install the countertop, my walls, floors, doorway, and shelving were damaged. I have contacted the company numerous times, sent photos, follow **** and it has not been repaired. I have paid them in full. I was instructed to have the space painted and ready prior to install. I wish I would have waited and paid to have the area professionally painted afterwards. I am reaching out to the BBB in hopes that they can help resolve this issue. I want them to repair the damages made in my home.

  Business Response

  Date: 08/10/2023

  We are happy to hear that the client is enjoying their Custom Master Closet and Custom Pantry.
  As the client noted, due to the tight fit of the granite countertop in the pantry, it was necessary to have the granite company go to the clients home to complete the installation. We apologize for any damage that was done to the clients floors, doorway and walls in this process. We were able to speak to the client on August 9, 2023, and have scheduled to return to the clients home on August 25, 2023, to complete any necessary repairs and paint.
  It is always our goal to have our clients thrilled with their completed custom project and we look forward to completing this clients project later this month.

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 would like to express my concerns as a business consumer of Closets by Design (the franchise out of Atlanta). Unfortunately, we have had a less than desirable experience when it comes to Closets by Design standing behind the installation of their product. Let me begin by stating right on the companys paperwork, it has a bullet letting the consumer know:Floor Based system and anchored to studs, our closets are stable and secure. This type installation gives you stronger support for your wardrobe and provides the rich look of built in cabinetry.On July 27, **************************************** our garage by Closets by Design installers. In May of 2023, and we noticed the cabinet doors were hanging unevenly. I reached out to the Atlanta office, where I was told to email ************************************************************** On June 6, 2023 I emailed pictures of the cabinets and was told I would receive a call to schedule someone to come out and address the issue. On June 10th, I reached back out to follow up and see if we could schedule something since I hadnt heard anything. We were out of town until June 15th, and on Saturday, June 17th, I woke up early when I found the smaller of the three cabinets had fallen off of our wall, smashed into the ground, hit our golf cart and just barely missed our brand new car. Had a person been under the cabinet, it would have been pretty terrible. Additionally, the two ************** were now leaning from the top about 10 inches. Immediately, we called Closets by Design and were told a team could come out Monday to assess the situation. Given the situation, we are only requesting a refund in the amount we paid of $2856, plus $450 to repair the golf cart. Closets By Design says refunds are against their policy, however, the faulty installation of the product breaches their contract with me. They have agreed to reinstall them at not cost to me and to pay the $450, but I would rather have the money back.

  Business Response

  Date: 07/28/2023

  This clients account is actively being addressed.
  We have acknowledged that, unfortunately, the garage cabinets were not installed properly due to the spacing change of the studs in the wall. On the opposite side is a split level which we were not aware of at the time of installation in the garage. We certainly apologize for the incident and are very thankful that someone wasnt hurt.
  We have asked the client for an opportunity to come out for a walk through to review with the client how this will be corrected.
  We have agreed to pay for the repairs to the golf cart.
  All the documentation and pictures from the installer and the client are being reviewed by upper management and they will be reaching out to the client directly to come to a resolution.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20357912
  
  I am rejecting this response because:

  We are uninterested in having Closets by Design come out and reinstall the cabinets in our garage.  The cabinets were extremely heavy and posed a huge threat to not only my children who are often in that area, but to adults.  After the first cabinet fell off the wall, the other two were leaning with their entire weight supported by the open doors pressed up against the garage floor.  Closets by Design as admitted they were installed incorrectly by not putting them into studs.  Their guarantee clearly states all cabinets will be drilled into studs (as shown on my original complaint).  The excuse that our stud pattern is different is admitting negligence on behalf of the installer.  She didn't double check to make sure she was drilling into a stud, nor did she correct herself when she realized she wasn't.  Any competent installer should know the difference in hitting a stud versus ************.  In addition, the footings were never secured.  They were just free floating under the cabinet which is a big reason they fell off the wall.  This is a breach in contract between Closets by Design and me due to the incorrect installation from the beginning.  We would like to pursue a refund only at this point.  I reached out to Closets by Design weeks before this all happened letting them know I was concerned and never heard from them.  The seriousness of the situation in my garage is enough to make me not want them reinstalled.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/07/2023

  We certainly understand the clients concerns about having the cabinets reinstalled and not being properly supported. We would like the opportunity to come to her home to discuss the procedures for the proper installation of the clients cabinets. In allowing us this opportunity, it would not oblige the client to accept the reinstallation of the garage cabinets.
  We know the client is requesting a refund, we only want to be sure we have provided the client with all the necessary information regarding the installation.
  The documentation and pictures from the installer and the client are still being reviewed by upper management and they will be reaching out to the client directly.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Paid for closet installation that occurred on March 02 2023. The incorrect drawer pulls were installed. A new appoitment date 3/8/23 was given for the installation of the correct pulls. We also paid for 6 shelves that were to be installed on the same day as the correct drawer pulls. The installers were 5 hours late beyond the delivery window. Upon arrival, they did not have the shelves that we paid for despite having verified twice prior to the appointment that they would bring them on 3/8/23. They had to go to the warehouse to retrieve the shelves. Once the installers finally arrived with the pulls and shelves, the shelves were not cut and didn't fit into our closet. The installer cut the shelves on site outside our home by hand. The end result were chipped shelves that were unevenly cut. We were forced by ****** to accept the horrible condition of these shelves. He told us we would not get a refund. Our appointment window was 10am to 12pm. The installers did not arrive until after 5pm. We spent ALL DAY waiting for them. We also had to reschedule a very important appointment because the installers kept saying they were enroute. The manager ****** is TERRIBLE!!! Keep in mind this second appointment would have never happened if the correct pulls were installed on our original installation date on 3/2/23. I reached out to manager, *****, twice via email but did not receive any response back. We have used closets by Design for the last 6 years and we have friends who have used them as well. There is a clear emphasis of profits over quality work. There is no emphasis on satisfactory customer service once services are paid for.

  Business Response

  Date: 07/26/2023

  On February 28, 2023, we installed a Custom Walk In Closet and a Custom Reach In Closet for the client. On the day of installation, the client noticed that the hardware was the wrong color.
  A sales manager spoke to the client regarding the desired hardware and apologized. We advised the client to visit the manufacturers website to see the available hardware options. On March 1, 2023, a service order was written to return to the clients home for a service call to exchange the hardware. The service call was scheduled for March 8, 2023.
  While talking to the client, they also stated that they would like to order additional shelving.
  On March 2, 2023, an additional work order was written for 6 additional shelves for the Custom Reach In Closet. This additional work order was emailed to the client and the client responded with their approval and the work order was processed on March 3, 2023.
  On March 7, 2023, we called the client and quoted an arrival window of 11AM 1PM on March 8, 2023, for the service call.
  Unfortunately, on March 8, 2023, the installer was running behind schedule. Sometimes the installers run into weather or traffic delays and unexpected issues while completing installations.
  At 6PM on March 8, 2023, the office called the client to follow up on the service call. The client stated that the service went well.
  The clients purchase of the Custom Walk In Closet and Custom Reach In Closet is covered under a seven year warranty.
  On June 16, 2023, we received notice from the clients credit card company, stating that the client did not receive the shelves.
  On July 7, 2023, the chargeback was reversed.
  There were no notes on the clients file regarding the damaged shelves. We called the client on July 25, 2023, and left a message to schedule a walk thru to address any of the clients concerns.
  We called the client again on July 26, 2023, and offered a return visit to address the clients needs. The client replied that we must have the wrong client, she doesnt need anything from us, and the call dropped.
  It is always our goal to work with our clients to provide them with a beautiful Custom Design. If the client should have any questions or concerns, we would be happy to discuss these with the client.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20353606
  
  I am rejecting this response because:

   

  Not only is Closets by Design theives but liars also. I never ever told anyone that I was satisfied with the shelves on March 8th.  The calls are recorded on their your end, provide the proof!  I also have surveillance footage of that entire day. I never spoke to anyone after those installers left. However, my footage does show the installer doing a hand cut of 6 shelves on my property. Clearly that is uncustomary because in addition to being gravely late, Closets by Design didn't cut the shleves beforehand to fit in my closet. If I were so satisfied, why would I send two subsequent emails stating the contrary. Emails that went unanswered by the way Closets by Design made mistake after mistake and is doing nothing to fix it. . My shelves are chipped and uneven. Additionally, I received the following voicemail and it is attached. Nothing in it says anything about Closets by Design following up on the damaged shelves that I complained about. A professional company would have someone in leadership call and introduce themselves and address any concerns. No, not Closets by Design...they have some timid worker call and leave a message about a walk through. I had no idea she was talking about. Clearly, Closets by Design does the bear minimum just to have a response to this complaint. It's not a true attempt to resolve anything. It a sham from a company that has questionable business practices and inflated prices. Additionally, why I let them do a walk through? That isn't necessary. I can just remove the shelves and send them back for a full refund. Additonally, Closets by Design all followed up after I filed a bank dispute and BBB complaint. I have photos of chipped and uneven shelves. As far as my bank dispute, I have updated them so the claim can be refiled properly as item received not as described not item never received. I never told them I didn't receive the shelves. So you can expect to see the charge reversed back in my favor within the coming days. I  don't understand how this company has such an integrity issue yeat changing exorbitant prices! It's very shameful. There are several BBB complaints and interviews reviews with the same underlying issues that I experienced...everyone cannot be lying. I want my money back and I will never ever ever be a repeat customer. You robbed me for several years but you won't again. Do Better!

  
  Sincerely,
  
  Yatecca ******

  Business Response

  Date: 08/02/2023

  We are never happy to hear that one of our clients is not satisfied but it is certainly disappointing when a repeat client over the last five years is dissatisfied.
  Our previous response was not meant to upset the client.
  It was an installation manager that called the client, not just a worker on both July 25th and 26th, 2023. We offered a walk thru for 2 reasons: 1. We wanted to get the correct measurements of the shelves needed so they would not have to be cut on site again. 2. We wanted to be sure that we addressed all the clients concerns.
  Because our product is custom, sometimes our installers do need to cut material at the clients home.
  Yes, we called after receiving the BBB Complaint and the Chargeback because we wanted to be sure we addressed the clients concerns. We apologize that the previous installation manager did not properly document and address the clients concerns.
  The individual that the client emailed on April 8, 2023, was from our sales team and we do not have access to those emails. It would be best if she responded to the email our installation department sent her from ************************************************************* or to call the office @ ************.
  Since receiving the clients update on July 26, 2023, we have tried to reach out to the client by phone and email again and have not received any return communication.
  We will continue to try to reach out to the client to address her concerns.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20353606
  
  I am rejecting this response because:  

  Since filing my BBB reply, the first time Closets by Design reached out to me was today 8/2/23 not 7/28/23 as they reported. I responded to their email this evening on 8/2/2023. They have to give me time to respond and keep in mind it has been less than 7 hours between their call and email to me and my response. It's interesting that they want a quick reply when I reached out to them months ago on March 8, 2023 the day of my last install and they never responded. Had they been professional and replied, we wouldn't be here. Again it was only after filing a bank and BBB complaint that I even heard from them. I too look forward to an amicable resolution to this ongoing matter that has not yet resolved. I do not want this complaint to be closed until a resolution has been reached. Right now all has happened is an email and call to me, no other action on their part. Given their business practices, I'm doubtful anything will come of this but I'm willing to work with them has I have been since day one. 

  
  Sincerely,
  
  Yatecca ******

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  1st deposit transaction Feb 2023 Install scheduled for *** 12th.Rescheduled 4 times and finally show up at ***12th @ 7:15 pm to do a 6 hr install.With a 8 month pregnant wife and two small children in the home at the time of install.2nd full payment on date of install *** 15 7:15 pm was written out in check form.Installers left at 10:30 pm with half the work finished.Installer stated they would be back the next day to finish the install.. this never happened. Installers made cuts and rips in our closets and left our home in a mess. Only 1/3 of the project completed.Install manager for this particular branch Responded to my wife why I (The Husband ) would have the wife working from home at 8 months pregnant. This is the rudest comment we have ever received from a business.This has been the most horrific experience and our home is still in disarray. This company could care less, and they have all our money for the project.

  Business Response

  Date: 05/24/2023

  The client signed a contract on February 20, 2023, for a Custom Daughters Closet, Custom Reach In Closet#1 and a Custom Reach In Closet#2 for a total of $5400. The client paid a deposit of $2700 by check. The installation of the Three Custom Closets was scheduled for May 12, 2023.
  On May 12, 2023, we had to call the client to apologize and advise that the installation of the Three Custom Closets would need to be rescheduled.Unfortunately, one of our installers was in a car accident and we did not have another installer available. We offered to reschedule the installation to the next day,May 13, 2023, with an ****AM arrival. The client requested a later arrival of 10AM-12PM which we were able to accommodate by rearranging the schedule.
  On May 13, 2023, the installer reached out to the client to advise them that he had run into a delay, and he would not be arriving in the time frame quoted. When the installer spoke to the client again around 430PM with an update the client advised that they did not want him to start the project so late and would like to reschedule.
  The installer returned on Monday, May 15, 2023, at approximately 730PM. The client paid the remaining balance of $2700 by check as agreed upon in the signed contract. The installer worked on the Three Custom Closets until 1030PM but was unable to complete the installation.
  The installation manager spoke to the client on May 16, 2023,regarding the return visit to complete the installation. We offered the next day, but the client stated that her first available date was May 19, 2023. We agreed to return on May 19, 2023, with a morning arrival so the clients installation would not have a delayed start.
  During this conversation the client mentioned that she was 8 months pregnant with 2 small children working full time from home and this was an inconvenience and a lot to juggle. She asked the installation manager how he would feel in this situation, and he stated that he wasnt sure because he hadnt gone through this but when he was married, they chose for his wife not to work when she was pregnant. The client seemed upset with this comment and the installation manager apologized he meant no disrespect; she had asked for his opinion. We sincerely apologize if there was a misunderstanding or if the client was offended by his opinion.
  We returned to the clients home on May 19, 2023, as scheduled and completed the installation.
  We called the client the next business day, May 22, 2023, to follow up on the installation. The client expressed her frustration with the process but did state that the installer that came out on the last day to complete the installation was great.
  We sincerely apologize for the lack of communication and delay in the completion of the installation. We hope that the client will enjoy the Three Custom Closets that were installed.