Business ProfileforCalifornia Closets of Tennessee

We recently gave California Closets four jobs within one home which equated to almost $38k. One of the jobs was a dry bar that we designed as a very high end piece of furniture which costs $8k. The one request with this cabinet was the ability to decorate with lamps on each end and being able to hide electrical cords. Buyers be aware that CC generates all of their plans for manufacturing with a CAD system. If you're not trained on this architectural software, be careful when approving and signing off on your plans, as it is part of the contract you will be required to sign. Trust me, they will hold you to every aspect, regardless of customer satisfaction! Our issue was that the size of the grommets were not "to scale" (too large) for the depth and length of the cabinet AND the actual placement of the grommets were literally almost touching the edge of each end of the cabinet. Yes, that's what we got for $8,000.00! When we failed to resolve our dissatisfaction with management, we reached out to the franchisee, Mr. Kurt S**********, who basically dismissed our concerns by stating the following in an email: "sometimes if you don't like the way something looks, you have to pay to have it redone." He also referred to a promotional deal that we took advantage of as if that should be a substitution for the design flaw. CC employs interior designers, so having an expectation with reference to "scale" certainly isn't a high expectation. Mr. S********** also knows that we were an existing customer of CC and have spent $120K collectively between Atlanta and Tennessee with their company. That made absolutely no difference.

Ms. *****,

We strive in all that we do to create great designs and provide experiences that forge lasting relationships with happy customers.  And yes, we do use a proprietary 3D CAD software to create our designs as each project is unique and requires meticulous detail for proper installation.  After the plans are reviewed and approved by our customers, they are then further reviewed by our engineers prior to entering production to further ensure the integrity of the final product.  I mention this only to say that using trained designers, product engineers, and professional trim carpenters are all part of what makes the California Closets experience. 

In so far as you feel you feel we have fallen short in providing you that experience, we are willing to work with you to ameliorate the situation which has included the idea of replacing the item in question at a discounted price. I have suggested this because the issue is not one of a design or construction error, but one of pure aesthetic.  I remain at your disposal to discuss what can be done to address this.

Mr. Schusterman,   Yesterday, your company automatically charged the remaining 10% of our balance to our **********. Interestingly, our first two installments were initiated through a web link, giving us the ability to choose the source of payment. In our experience, the remaining 10% payment to finalize a job would be based on the customer’s consent and final job satisfaction. Nevertheless, now that you have received the full payment of $37,083.00, you are offering to come back and replace the stone at a discount? Seriously? However offensive, this simply goes back to the email where you insinuated your company’s only solution, "I know for me personally, when we've had home improvements done and didn't like how it looked, we elected to pay to have the work redone (in this case, tile in our master bath)." We’ve already responded to this absurdity and stated the obvious. We’ve never had to pay to have something redone. In all the years of remodeling in our Atlanta home, we’ve never had an issue, and that equates to major renovation projects with a licensed GC from 2014 - 2023. While this isn’t a construction error, it is an interior design issue regarding scale. Aesthetically, it does not look right. There are two issues. 1.) The grommets are too big for the scale of the piece of furniture which is 15.58”D x 77”W. and 2.) The placement of the grommets are too close to the edges on both ends of the countertop, making it impossible to hide the electrical cords. Next, after declining the first installation of the countertop, because of the aforementioned issues, we addressed this both with our designer, your store manager and the fabricator. We were told that the 3” grommet is all that your franchise store offers. Grommets come in an array of sizes and we are not really sure why California Closets has chosen 3” as “the standard”. Ironically while 3 inches is way too big, our grommets ended up being 2.5”, not even aligning contractually with what you are forcing us to accept. We have invested $120,000.00 collectively between Atlanta and Nashville with California Closets. We have always been treated with professionalism and perfectly finished projects, hence the reason for choosing CC in Nashville. Our project in Nashville, which encompassed four individual jobs was 97% perfect. However, the fact that you continue to haggle over $3,000.00 is just sad. Most interior designers work exclusively on the aesthetical value of scale and that is why we chose to return to your company for this project. May we say, this isn’t about winning an argument. If you want to know the correct solution, that would be to refund us for the countertop and come and remove it. We would like to hire a fabricator to finish this project correctly.