ComplaintsforClosets By Design of Atlanta

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sent an in home consultant out ***********************. We were very clear on our install expectations while she was here and prior to signing a contract. That is why is was pushed so far out. Now they are telling us something else that doesnt work for us at all. Their ops manager ***** is very unprofessional. We need our original install time or a refund.

  Business response

  05/26/2022

  The client signed a contract with Closets By Design for a Custom Master Walk In Closet on April 2, 2022 for $4000.
  On April 2, 2022, when the designer called in to schedule the installation of the Custom Master Walk In Closet we offered the client a flexible arrival on Thursday, May 26, 2022. After discussing with his wife, the client decided that they would prefer an installation on a Monday, Tuesday, or Wednesday. We then offered the client a flexible arrival on Tuesday, May 31,2022. The client discussed with his wife again and stated that he could not be available the entire day, but she said she could be available when he could not and the installation date of May 31, 2022, with a flexible arrival was locked in. This was on a recorded call which is on the clients file. The client was also advised at this time that we would let them know what time we would be arriving when we made a courtesy call the day prior.
  On May 23, 2022, our installation department made a 7 day reminder call to the client to confirm their installation on May 31, 2022.During this call the client requested an arrival time and was advised that we could not give an arrival time yet. The client then asked to speak to a manager.
  The Installation Manager called the client back that same afternoon and advised the client that at this time he was currently scheduled for a morning arrival but that was not locked in yet. He stated that the schedule would be reviewed and locked in on Thursday or Friday of this week.The client insisted that this was not what he was told by his sales consultant and if we could not guarantee a morning arrival, he would have to take us to court. The Installation Manager continued to speak to the client, but the client hung up.
  I spoke to our Installation Manager on Wednesday, May 25,2022 and he confirmed that the arrival window for the clients installation on May 31, 2022 will be 8:00-9:00AM.
  Our designer, ****, reached out to the client yesterday by text to confirm the 8:00-9:00AM arrival window. The client responded back on Thursday, May 26, 2022 with a thanks.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have did a successful install for my master bedroom closet then scheduled my third bedroom closet with them and paid half. They called the day before install and stated arrival time would be 2pm so I scheduled braces appointment for morning. The installer calls day of and states 30 mins out at 758 am. Then he gets here measures and takes his stuff out truck and told me to call to make balance. After, giving them my card information they then tell me that they they have to leave and go to another client first and that they would be back after 2 pm. At this point because they came this morning I had to reschedule my dental appointment. In speaking with Rashard and ***** who are suppose to be managers of this company they tell me nothing can be done it was a simple error and that the client is over a hour away so it's going to put my job later. They wouldn't even credit the $150 I put on my sons closet to the closet after I stated I just don't want to do business with them any longer after this huge inconvenience.

  Business response

  03/07/2022

  On February 21, 2022, we spoke to the client and confirmed that our arrival for the installation of the 3rd bedroom closet would be between 2pm 4pm on February 22nd. On the day of installation, February 22, 2022, the installer arrived in the morning by mistake. Once the error was recognized, the office spoke to the installer. We also reached out to the client and explained our error to the client and advised that we would return that afternoon as originally scheduled. We did return to the clients home later that afternoon and complete the installation.
  The client did request to cancel her sons closet, as she noted, but we advised the client that she was beyond the 3 day cancellation period as stated in the signed contract.
  Later that afternoon, we spoke to the client again and she accepted our apologies for the inconvenience along with a complimentary gift package including 3 valet rods, 3 belt racks and 2 shelves (List value $859).
  The client also decided that day to move forward with the sons closet instead of canceling the purchase and paid the remaining deposit of $593.
  The sons closet was installed today, March 7, 2022.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/9/21, we went through a 2 hr design process to have custom closets installed in the Master Bedroom that priced out at over $7,000. On 7/14, we were charged the 20% down payment of $1354 to secure our installation date. On 8/13, the installation team showed up & installed closets that were NOTHING like what we had agreed to. In addition, the pieces were installed poorly, corners were cut, & it was overall a horrible design & install. We immediately alerted mgmt of the issue. On 8/16, a Manager showed up to review the work & acknowledged, several times, the poor quality & misses. She took extensive notes of the errors. On 8/18, we were sent a revised design& asked to pay an add'l $1500 charge to get the correct closets. We refused & asked for a full refund & the closets to be removed. We also asked for a copy of all documentation re: our order, as we never received it. To date, they refuse to share our docs & the Owners are MIA, even the Sales Manager can't reach them.

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/09/03) */ The client signed a contract with Closets by Design on July 9, 2021, for Two Custom Master Bedroom Closets totaling $6,873. The Two Custom Master Bedroom Closets were scheduled to be installed for the client on August 13, 2021. On the day of installation, August 13, 2021, the client also signed our Installation Report as Completed to Contract. The client called our office on August 13, 2021, and emailed pictures stating that she was not pleased with the design and asked that we return to fix it. We scheduled a visit with the client on Monday, August 16, 2021, to review the design and installation. During our visit on August 16, 2021, our representative took pictures and discussed with the client's husband their concerns. After returning to the office our representative called the client and spoke to her regarding her visit. They agreed that our representative would review with management and, they would speak again on August 18, 2021. On August 18, 2021, we presented the client with the changes we agreed to make at no charge and offered additions that could be made, if the client would like, at a discounted price. The client refused to pay any additional funds. The client requested that we remove the installed closets by August 20, 2021 and, requested a refund of her deposit. On August 19, 2021, we replied to the client's email requesting the opportunity to return to the client's home to make changes and address their concerns. We also advised the client that as per the Terms and Conditions Item# 3 of the signed Contract - 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. The client replied to the email on August 19, 2021, agreeing to work with us to make changes and address their concerns. On August 20, 2021, the client sent an email advising that they were working with an attorney. We advised the client that if she preferred to move forward with an attorney that, all future requests or correspondence should be handled by her attorney. In another email on that same day the client advised of an upcoming event at their home and the closets wouldn't be ready. We advised the client that we could have someone out there on Monday to rework the design and write an order so we could have a new installation team out before the weekend but the client refused. On August 25, 2021, we spoke to the client's husband. We again asked for the opportunity to address their concerns, even if we had to uninstall the current closets and install a new design. He said that they would not allow us to return and make any changes or corrections; the only thing that would make his wife happy was to get her money back. We spoke to the client again on August 27, 2021, and advised the client that we would not be uninstalling the Two Custom Master Bedroom Closets and issuing a refund. He asked for a call from the owners on Monday or he would see us in court. The client called twice on August 30, 2021; we returned her calls and left a message. We also followed up with an email. The client also sent an email on August 30, 2021, demanding a full refund by tomorrow or threatening to go to court. On August 31, 2021, we responded to the client's email and, we spoke to the client again. At this time the client is still requesting that we un-install and issue a refund. We have requested on multiple occasions for the opportunity to address the client's concerns with both the design and installation but, the client has refused. The client states that she would like to work thinks out amicably but, she refuses to work with the Sales and/or Installation Manager and only requests to speak to the owners. It is always our goal to be sure that the client is happy with our product and services, and we look forward to working with the client in the future. Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We actually agreed to allow their team back into our home in an email exchange from 9/1/2021. Our response, along with theirs is below... From: Amber **** <*********@kw.com> Sent: Wednesday, September 1, XXXX X:XX AM To: Sales Manager <************@closetsbydesignatl.com> Cc: ****** **** <********************** Scott ***** <******@shearerlaw.com> Subject: Re: Designs Claire, Quite frankly I am beyond exhausted and tired of dealing with this. You have dodged the two fundamental requests we have had in every single email since the installation went sideways.... provide ALL paperwork associated with our account & have the Owners call us. Neither has happened. We are clearly not happy & have made that more than known. Are we frustrated, absolutely. For all the reasons above and so much more. My husband has attempted, on multiple occasions, to have a rational conversation with you again asking every time for the above mentioned items. The response has been EVERY TIME... I will let the Owners know - yet still our requests for all the documentation has not been met. I asked you a very simple question yesterday.... "Are you Owners refusing to speak with us? Yes or No." You once again did not directly answer the question. It honestly makes ABSOLUTELY no sense that you would be willing to rip out and redo closets but not refund money for a job that was not done correctly to begin with... Isn't that actually a double hit of costs to your business? Why do it? Out of principle or because the actuality is it costs you pennies on the dollar for these materials & you are making a significant profit off a very poor service? This isn't about the closets themselves anymore - it is about the complete lack of trust and faith that you all will give us what we thought we were getting for the price we paid for them. This is not a $7,000 closet system. It is no more than an expensive version of a do it yourself ClosetMaid design that we could buy & install ourselves from Home Depot, Lowes, or just about anywhere online. Your solution, when you all started this dialogue with us weeks ago - was to send Randa out to review the closets and come up with a solution. We allowed that. Her design & solution? Charge us MORE MONEY, over $1000 to be exact, to achieve the desired outcome. That isn't solving the problem, that is extortion for more money. I read your BBB reviews. This is not the first time you did this to a client. One review in particular sounded almost the EXACT same as our situation with another unhappy customer and your solution was the same - charge more money, almost the same amount you wanted to charge us. Ironic, don't you think? After talking you all down to pay a portion of that, they agreed likely because they, like us, were just too tired to keep going round and round. If you want to come out here and meet with us, fine. We will give you one more chance. But if any of it involves another dime coming out of our pocket, we are done and we will be taking you to small claims court. When you come, we want a copy of EVERY single piece of paperwork and documentation that is associated with our file, including ******* notes from her visit after the install. We will not let you in our home without it. Their response... Sales Manager Sep 2, 2021, 6:45 PM (6 days ago) to ******, Scott, Amber Good Evening Mr. & Mrs. ****, My apologies for not be able to get back to you yesterday. I do want to come and meet with you and I appreciate the opportunity. However, when reviewing everything with the owners prior to scheduling an appointment with you, they are concerned that you are still working with your attorney on this matter. Again, as we advised previously, if you will be working with legal counsel on this matter then I am afraid that I will not be able to schedule an appointment with you or continue communication. If your attorney will be involved then we ask that he continues any and all communication with the company from this point forward. Sincerely, Claire Because of the field of business I am in, I have access to the advisement of many attorneys. We have consulted with these attorneys as to our options based on the gross negligence of this organization & the continued dodging & flat out refusal to provide all paperwork associated with our install. We have asked countless times for all files connected to this install & they will not share. They want to hold us to a clause of "We also advised the client that as per the Terms and Conditions Item# 3 of the signed Contract - 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." A clause we have been unable to review, along with any other contract terms, because of their refusal to share documents. They also claim we signed off on the install, which they know is also grossly misstated as was pointed out in countless email exchanges & their own admission that they came to our home on that Monday to acknowledge & address the failed install - which resulted in them coming back with new plans and asking for more money, an indirect admission of failure to complete the contract to terms. Finally, the request to talk with the Owners of this business is not an unusual one, yet they have refused to share any information - names of owners, how to reach them, and/or to set up a call or meeting to discuss with them. For a business that claims above in their rebuttal that they "want to make it right with the client", making it right is only on their terms & not to the benefit of the customer who they have wronged. This matter has not been resolved for a number of reasons: 1. The file of paperwork including the contract, installation file, and notes from post installation meeting have failed to be provided despite multiple requests. 2. The updated plans we were provided involved paying MORE money to resolve a design that should have been correct from the beginning. 3. The Owners refusal to acknowledge or address the issue directly. 4. The fact we offered for them to come back into our home & they have now refused because "when reviewing everything with the owners prior to scheduling an appointment with you, they are concerned that you are still working with your attorney on this matter. Again, as we advised previously, if you will be working with legal counsel on this matter then I am afraid that I will not be able to schedule an appointment with you or continue communication. If your attorney will be involved then we ask that he continues any and all communication with the company from this point forward." Until we required the paperwork be presented to us in order to reenter our home, they had no issues with scheduling an appointment to come back out, knowing good and well we had been talking with an attorney, as he was copied on multiple emails to them. We are still seeking a refund and for the closets to be removed. Business Response /* (4000, 9, 2021/09/17) */ 1. Since the client signed the contract electronically, she should have a copy of the contract. The client did sign the Installation Report as completed to contract. We were willing to schedule a return visit for the installers to address any service or warranty items but, the client refused. 2. The client wanted to maximize the space. She inquired about installing units in areas that were not included on the original design. The updated designs included additional sections that were not in the original design. The client was advised that if she wanted to add these additional storage sections there would be a cost involved. At no time did we insist that the client add to the currently installed custom closet systems. The client was also presented with changes that could be made at no cost to the client but, the client elected not to make these changes. 3. Closets By Design Atlanta has managers in place to work with our clients. It is not necessary for a client to speak to an owner for a resolution to be accomplished. 4. With the items listed above and the prior communications listed, we have been unable to collaborate on an agreeable arrangement based on the client's ultimatums. We provided the client with revised designs, identifying the sections we are happy to replace and reinstall at no additional cost to the client all within the time frame the client requested but, the client refused. We are open to working on a resolution that can work for both the client and Closets By Design, but the client refuses to come up with a resolution unless it is a full refund or seeking legal action based on the phone calls and emails received. We are always happy to work with the client regarding any questions or concerns they may have. It is our goal to ensure that the client is happy with our product and services. We believe that this can be accomplished through open communications to come to a resolution that makes all parties involved happy. Consumer Response /* (4200, 11, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our last rebuttal we provided to the BBB proves the company's claim that they want to come out and make it right is inaccurate. We finally agreed to allow that on 9/1 and on 9/2 we were told in their email response they would be unable to come because we had spoken with a lawyer. Again, we have asked on multiple occasions to have a copy of our paperwork sent to us because we have NO record or documentation of such. I have searched every email document & the only documentation we have is related to the credit card application from Wells Fargo to finance payment, not the design contract itself. I wouldn't have wasted two months of my time asking for something if I already had it. Their "managers" have admitted verbally to us on multiple occasions that they have limited decision making ability, which is why we asked for a meeting with the owners. The owners have hidden behind the managers in the business & we have video conversations where their manager admitted being directed to NOT disclose their names or information. It is clear they thought if we didn't know who they were, they couldn't be served. However, despite their best efforts, we were able to obtain the Owner's names and necessary business entity/contact information, thanks to other filings and records, to formally file with Gwinnett County & we have submitted our documentation to have them formally served to meet us in court.

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