Customer ReviewsforClosets By Design

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.

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.

We had a sales representative at our home in May.
We were told they were backed up and wouldn't be able to begin on our closet until June or July.
Suffice to say they never showed up.
We called but never got a response.
We gave them $2000.00 in May.
Here we are, a few days from November, and we had not heard anything for months.
We spoke to the manager yesterday, October 27, 2022 and asked what the status was, and why we hadn't heard a word fro them.
We were told that if we tried to collect the $2,000.00 they would sue us.
Mind blowing!!!!!!
I'm not sure what to do as we seem to be stuck between a rock and a hard place.
They said that if we still wanted the closet renovation they could come in today between 12 pm and 3 pm and our balance would be over $2,000.00.
I went on reviews that had been posted and almost all had the same issues with me.
I am livid, to say the least.
I called again and spoke to a rep. ... again, no answers.
I told her to have management call me asap.
I would rather not do business with them at all.
I need justice!
Wrong is wrong, no matter how they wanna slice it.

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

After thoroughly investigating this account, I am surprised by this review. At the time of the sale, May 7, 2022, the installation date was set for October 28, 2022. I have a signed contract showing the installation date. Also, I have included a confirmation email sent on May 9, 2022 (SEE BELOW), reconfirming the installation date. We also sent reminders before the installation. I also see in the notes that the client asked about canceling the contract a month after signing. We cannot cancel a contract after three days (three-day right of rescission-itemized and initialed on the contract). However, we talked to the client and gave them options. The installation proceeded and was completed, without incidence, in one day per contract. It is not our intention to sound callous or uncaring. We have a business to run and remain steadfast in creating a satisfying experience for all our customers. Our contract only has 10 items on our terms and conditions, and we ensure the client understands every line before signing and initialing.


On May 5, 2022, we sent an installation confirmation email (see below), and we also sent a one-week installation reminder email on 10/18 and the next day installation reminder on 10/27/2022

Greetings *****,


Thank you again for choosing Closets by Design! We are excited to work with you and want to make sure we continue to offer an outstanding experience from beginning to end.

Your in-home installation is quickly approaching, and your install details are listed below. Please make sure the area we will be working in is clear of any personal belongings and our professional installation team will take care of the rest. We will contact you a day prior to installation to provide you with a definitive arrival window.

Address on file: *******************
*****, TX
Job # /
Client Name ******
***************
Installation Date: Friday October 28, 2022
Balance: $2100.50

****** PLEASE SEE BELOW ******
***Important Information Regarding Your Installation***

• The remaining balance on your contract is due on the day of install.
- If the initial deposit was made with a credit card, the card on file will be charged for the remaining balance. If you plan on using an alternative form of payment, you will need to contact us via telephone prior to installation to make arrangements.
- If the initial deposit was made with a check, please have a check ready the first day of install for the remaining balance.
- If the project is being financed, please be aware that the financing will be submitted to Wells Fargo for payment the first day of install.

• If your home/office is under construction, work performed by other subcontractor may affect installation of your storage system. If your scheduled installation date needs to be changed, contact our main office three (3) business days prior to the installation date to prevent unnecessary trips and costs. An additional 10% charge will be assessed for scheduling changes less than three (3) business days prior to scheduled installation date. If postponement occurs the day of scheduled installation a 20% charge will be assessed. Closets By Design is not responsible for any delays or postponement of installation. In the event you need to reschedule, CBD will add you back to the schedule on our first available installation date.

• If your installation involves new closets; the closet(s) must be completely empty of all contents prior to installation. If you plan to paint, remove existing shelving, pole and cleat and base molding. Patch and paint at least 48 hours before installation to insure all surfaces are dry and ready. Closets by Design does not paint or repair walls nor can our installers empty the closets. Repair work on walls, plaster, painting, floor finishing is the responsibility of the client.


For any further communication via email, please reply ALL.


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