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More Space Place, Inc.

Phone: (727) 539-1611Fax: (727) 499-0376

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
01/02/2014Problems with Product / Service | Read Complaint Details
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Complaint
This business has failed to provide customer service in regards to refund requested. Please see my detailed explaination.
My name is ****** ****. My husband and I had arranged to use More Space Place to install custom closets at our condo in St. Petersburg. There were a sequence of events that occurred as noted below that have caused us to be very unsatisfied with their service prior to the work even being started.
June 1, 2013: We called More Space place and a woman came out that day to take measurements and briefly discuss how to better organize our closets to maximize our space.
She emailed us a design for both our master and guest room closets with a total of $1789.59.
Due to our schedule for the summer we did not act on this until August 14th. This day, my husband called the company, spoke to a ****** ******** who took full payment at that time via his credit card. No date for install was set at the time of payment, my husband was told that she would get back to him.
On August 26th, he emailed her requesting if someone could come out and re-evaluate the design to be sure it will suit our needs entirely, as I wanted some reassurance that our design from June would still be sufficient. She emailed him back stating that no "tweaking" to the design could be done as the order was already placed, however, no date still had been set for install.
I called her personally the next day, August 27th, emphasizing my concerns with the design, but still she was unwilling to send anyone out to assess this situation. She then proceeded to discuss install date.
Back in June, we were told that installs could happen on Saturdays, however, ****** said installs would only be possible during the weekdays. This was another hiccup as my husband and i are both in the medical field and do not have days off to easily accommodate this. Yet, I had my staff re-arrange my schedule for September 20th to have the closets installed.
Then, I receive a call from ******, stating that the install date would have to be changed as the supplies would not be in in time. After having to cancel a full day of patient's, this became yet another frustration.
I emailed her in regards to this situation and felt that due to such poor customer service, with no contract, nor any confirmation from More Space Place of payment, that this job be cancelled entirely.
I did not get any response for one week, come to find out she was out of town and no one else was responding to customer emails.
The day she was to return home, I called the company location in Pinellas Park and spoke to a *** *******. He is apparently the owner or head manager. He was requesting our order number that should have been given to us at the time of our payment, which we did not receive. He was looking through records while I was on the phone with him and he stated, he did not have any record of our job. Again, feeling very unsettled about this, I expressed my concern and request for full refund of the money spent. He continued to remark that, as per customer contract, the customer is subject to a 25% restocking fee if any part of the job is cancelled. We never received ANY contract or legal documentation whatsoever.
He continued on to say that he would have ****** call me when she returned from vacation. Once we spoke, she said that in order to receive full refund, it would have to be cleared by this *** *******. For the past 6 days, I have called, and emailed every day with no response from *** after leaving messages specifically for him to return my calls.
Due to terrible customer service and not having any form of contractual agreement nor set install date, we wish for a full refund. I have filed a dispute with our credit card company as of today and have considered getting a lawyer involved.

We need help with this situation and would appreciate any influence you may have.

Please feel free to call me at XXX-XXX-XXXX. I hope this interests you. I have never had a company that i am giving business to, treat me and my husband with such disrespect.

Best Regards,
****** ****

Desired Settlement
We are requesting FULL Refund. We do not agree with the 25% restocking fee, especially considering that we never received any legal contract, which was something we should have received in the beginning, not to mention the horrible management by *** *******.

Business Response
This response was provided verbally to BBB:

We contacted our customer and resolved the situation directly with her.

06/07/2013Problems with Product / Service | Read Complaint Details
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Complaint
13'x7'cabinet wall. ALL doors & drawers have faulty glued areas. Two 5ft doors have complete face laminate flapping loose.
Sale#XX-XXXX, X-X-XX- XX'X7' home office/hobby wall cabinets $7156.28. 2008, 10 cabinet doors had faulty glue areas. Company repaired them. 2012 same doors plus ALL (26)doors & drawers have loose edges. MoreSpacePlace sent installer to see them 7-6-12. I contacted MSP 1/13,2/13-Have spoken with *** ******* manager, ******* his daughter, ****** ******* & *** at the Palm Harbor store and *** the installer numerous times. They admit initial faulty glue & change of subcontractor and "must wait until enough orders for a roll of the foil(laminate which makes up the faces of all cabinets) to be produced"(it's been 9 months since then...so far!!)Manager also mentioned 'repair at cost' due to time frame. I have heard NOTHING-getting weary of monthly phone calls.

Desired Settlement
I like what I already have!!! Just FIX it!!!

Business' Initial Response
This response was taken verbally by BBB:

We apologize for the length of time this is taking and the drop in communications. Some of the doors are custom made in size and need to be measured and then ordered to complete the replacement. We will call the customer to explain what needs to be done and get this taken care of.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
My "NO' response is only related to the fact that I have been contacted by the company and reportedly the new doors have been ordered but I do not yet HAVE anything. My cabinets still look exactly as they have for the last 18 months. Will keep you posted.

Business' Final Response
This response was taken verbally by BBB:

The order has been placed for new cabinet door fronts. We are going to put new doors on but the problem we are running in to is the color she has is not available anymore. We need to go back out to show the customer a sample of the new version of the color and see if she likes it. If it is okay with the customer the doors will be made in that color and we will probably have the doors in about a week.

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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.