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Business ProfileforClosets By Design
Closet Organizers
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
At-a-glance
Related Categories
Business Details
- Headquarters
- 14500 East Beltwood Pkwy, Farmers Branch, TX 75244
- BBB File Opened:
- 9/19/2019
- Years in Business:
- 5
- Business Started:
- 3/6/2019
- Business Started Locally:
- 3/6/2019
- Date of New Ownership:
- 3/6/2019
- Business Incorporated:
- 6/15/2018
- Type of Entity:
- Corporation
- Alternate Business Name
- Fort -Trace, LLC
- Business Management
- Mr. Jay Hemby, Owner/LLC Managing Member
- Mrs. Lisa Hemby, Owner/LLC Managing Member
- Contact Information
Principal
- Mr. Jay Hemby, Owner/LLC Managing Member
Customer Contact
- Mr. Jay Hemby, Owner/LLC Managing Member
- Mrs. Lisa Hemby, Owner/LLC Managing Member
- Additional Contact Information
Email Addresses
- Primary
Customer Complaints
5 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
12/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 9/ 27 Closets by Design (CbD) came to install closets, garage, and bike hook installation. Installer told me that he would to complete the install in one day so he could engage in a side hustle where he installs closest outside the purview of CbD. I expressed concern about this timeline, but said as long as he could complete the job properly and not damage the product or my house it would be ok. He told me that he did not bring drop cloths with him and that he would be careful of the wood and paint. I stayed in the house and observed the progress. I left at 5pm. I asked installer to please continue working and he agreed to lock up the house when he left. I observed him exiting the house at 8pm via my Ring doorbell. On 9/ 28, My home was a mess. There was dust everywhere, parts of closets were left n sinks, scratches on the walls, a large scratch in my new hard wood floors, numerous points of damage to the closets and garage storage, and the bike hooks were not installed. I photographed the damage and contacted *************************. He agreed that there was significant damaged and sent the installers manager to come to the home and review the installation.On 9/ 29, ******* came to review the work and made a list of the all the damage. The damage fell into 3 categories:(1) damage to the newly installed closets (2)damage to my home (3) Undelivered bike hooks. ******* informed me that this installation what not up to their normal standards and that he was surprised because the installer they had sent was, the best installer in the company. He shared that he was only able to have another installer come and rebuild the closets that had been damaged. I told him I did not feel safe allowing any other members of CbD team into my home. I requested a partial refund of the services provided and full refund of the bike hooks that were never delivered or installed. ******* said he would get back to me the next day.There was never any additional contact with *******
Read MoreCustomer Reviews
2 Customer Reviews
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Most Recent Customer Review
Collin L
1 star
11/17/2022
DO NOT USE THIS COMPANY! I cannot stress that enough. After a month of waiting, we were told to expect a 1-day-install. Of course that didn't happen. It took 2 weeks to complete the job, on top of TERRIBLE communication. We had to call daily in order to get updates. A few weeks after the work was finished we realized that the crew punctured a water line that had slowly leaked between walls and under floor. We now have mold growth in our walls and on our floors due to the leak caused by Closets by Design's install crew. After calling and telling ***** about this issue, he told us they would send someone out to "investigate". 5 hours went by and NOTHING. Not a call, not a message, nothing. We have holes in our wall and our water has been turned off for nearly 24 hours and we have yet to be given any solutions. We are now preparing to take legal action against Closets by Design due to negligence. Save yourself the headache and go with literally ANY other company.
Closets By Design Response
11/21/2022
Mr. ********* is correct; the installation was scheduled for one day and included two rooms with a few special-order items. The client purchased the bench and laundry room on September 19th, 2022, and we scheduled the installation for October 26, 2022. Although we ordered the material as soon as it was placed, it arrived late from our vendor. At the time, the client knew that the panels were not in, and we apologized and let them know that we would schedule the completion as soon as they arrived. We installed the bench and the laundry room and scheduled the service to add the applied end panels on Saturday, November 5th, 2022. (Ten days after the installation). We completed the installation on September 5th and then received a phone call from the client two weeks later, letting us know that we hit a pipe in the laundry room. The client called a plumber before we were notified and fixed the line. The plumber identified that we hit the pipe and fixed the problem at the time of his service. Steve, our installation manager, talked with the plumber at the client's home and told him to bill us for the service.
It was an unfortunate accident, and we promptly communicated with the customer to resolve the situation.
Since that day, we have been working with contractors and have addressed all the issues related to the water damage.
It was an unfortunate accident, and we promptly communicated with the customer to resolve the situation.
Since that day, we have been working with contractors and have addressed all the issues related to the water damage.
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