ComplaintsforCalifornia Closet Company Inc

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased closet systems for my entire home years ago - all of which is 100% guaranteed for life. Two areas of the closets system have developed de-lamination of the material exposing the bare wood. I have contacted customer service 5 times over the past 6 weeks but have received incomplete responses with no commitment to fix or inspect. Calls and emails have now gone unanswered and it is my view that the company has no intent to fulfill their warranty. I would like an immediate response and resolution to this pending matter.

  

  Business response

  03/19/2024

  A request was filed through our ************************ on February 13 which was then forwarded to the local office on the same date. On February 16, a service request was created by the local office and the material was ordered on February 17. The local office has been in recent communication with the customer and have scheduled a service for March 28th. This complaint has been reviewed by the location and they have contacted the customer to ensure all concerns have been addressed.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my closet unit in 2021 with the understanding that if there were any issues with my system, the company would fix it under the warranty. I have since reached out multiple times to them for assistance to no avail. I get the run around about issues that should be quickly resolved. The customer service and time responses are abysmal. I cannot even get an outside contractor to look at my system because it would void my warranty, but California closet is not reaching back out or making steps to try to resolve the issue. I dont trust that this company will keep their word and honor their contract with their closet systems. When trying to escalate the issue, they just tell you that they will get back to you. Thoroughly frustrating !

  

  Business response

  01/09/2024

  A repair request was filed through our ************************ on December 16th which was then forwarded to the franchise location on the 17th once additional information requested was received by the customer. The Customer followed up on December 19th as they hadn't received a response from the location. The location was in contact with the customer where photos were exchanged and a  repair date of December 29th. was set. The location has confirmed that the repair was completed and the customer has been followed up with who has indicated Satisfaction with the repair. This complaint has been reviewed with the location to ensure that timely response and follow up is provided with customers even during the holiday season. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see upload titled "Timeline of events related to contract between California Closets and myself.pdf" for details.In short summary, I entered into a contract for three projects totaling $11,537 with this business on 2/8/23. Ultimately, it took 6 in-home visits (not counting one visit that was cancelled by the business 40 minutes into the arrival window) over a 7 month period and multiple revisions to fix errors associated with incorrect manufacturing of the contracted product and other delays. During this time, I paid a total of $8663 of the full contract.When attempting to agree upon the final balance and compensation for this significant inconvenience (arranging 7 visits--many involving a 2-hour arrival window, hours of time spent on e-mails/phonecalls) a manager offered a 20% refund. We verbally (e-mail) agreed on a 20% refund but the dollar value calculated/offered by California Closets ended up being less than 10% of the full contract. The company states the 20% was only based on a sub-portion of the full amount. I have asked for the full value of the contract to be taken into consideration to calculate the 20% refund since my money has been tied up for the better part of a year and because of what I deem to be an unreasonable amount of delay/error.

  

  Business response

  10/16/2023

  This customer installed 3 spaces with us. One space was installed without any issues. A second space was delayed due to a missing component from one of our suppliers (which was out of our control). On the third space, we acknowledge there were issues, and we deeply apologize. The customer was offered a 20% discount off that third space, as we understand and empathize that the customer was negatively impacted.  Unfortunately, this customer is requesting 20% off the entire project (all three spaces). This was never discussed, offered or warranted. Again, we apologize for the customers inconvenience, but the discount we've offered is fair and compensatory with the space under discussion.

  Customer response

  10/16/2023

  The second space the business is referring to is a set of closet doors.  This reply fails to recognize that once the closet doors were manufactured and delivered for installation (the first time), the installer advised that the doors had been incorrectly manufactured to the wrong size and would need to be returned.  This led to another delay (over 2 months) before the correctly sized doors were built and installed correctly.

  Regarding the 20% refund I had requested, here is documentation from the business regarding this request:

  California Closets 9/13 e-mail: "As a company we have a fairly strict policy on compensation not exceeding 10% for major installation errors or issues. . . .Given all the issues encountered on your job, I am able to extend you to you a 15% credit ($862.20) which we will deduct from the balance due."

  My reply 9/22:  "In terms of the final cost, I candidly don't think the 15% reimbursement goes far enough. . . .In my previous e-mail, I had suggested that a 20% reimbursement won't give me the true value of my lost time spent on this project, but it would be sufficient for me to walk away feeling as though the company took my complaints seriously and then compensated me congruently."

  California Closet reply 9/26: "No worries and thank you for your thoughtful response.  I went back to our team to discuss and relayed your sentiments.  We all agree that your situation deserves more consideration, and we will credit your balance due the 20% ($1,149.60)."

  Note that this figure only pertains to one of the two errored projects.  I would be willing to accept a 20% reimbursement amount that takes into account the cost of the two errored projects.  I accept the one of three projects was done correctly the first time and was not delayed.  Currently they are only offering to reimburse one of the two projects that had errors and months of delay which I don't think is fair.

  

  Business response

  10/19/2023

  We fully acknowledge that this customer did not receive the ideal ******************** experience -- which includes excellence from our people, our product and our process. Again, we apologize for any distress that we caused, but have offered the only resolution that makes sense to our business. 

  Customer response

  10/25/2023

  There appears to be agreement about the compensation for one of the two errored projects but the business continues to lack what I believe is appropriate accountability for the second errored project.
  
  The reason I do not accept the final response is because the 10/16 business reply inaccurately implies that only issues out of [their] control led to the delays with the second project and the 10/19 reply does nothing more than to offer repetitive apologies and refuse to do anything else.
  
  I signed my contract on 2/7/23 and am able to understand that supply chain issues may have contributed to a delayed installation date for the second project on 5/31/23 (over 3 months).  Im also able to understand that a last-minute employee emergency on the scheduled 5/31/23 installation date led to another delay of the second project until 6/9/23.  However, when the company finally arrived on 6/9/23 with a product that was manufactured incorrectly/didnt fit, needed to be remanufactured, and then wasnt correctly installed until 8/22/23, I reject the suggestion that this was an issue out of [their] control.  I also note that the errors with this second project happened in conjunction with the manufacturing/installation errors associated with the first project that required 4 separate visits to resolve.  Yet, the company continues to state that only one project deserves compensation.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. First transaction July 11, 2023, $5,192.50 2.Second transaction August 29, $5,192.50 3. Third transaction September 1,2023, $632.00 4. As of today(September 26, 2023) we have not received hardware for the tools in our garage. We were promised by the sales manager, **** they would be here in 3 weeks. It was then I paid the second and third transaction. It is now into the fourth week. And it's the only hardware that fits their system. Initially they would not give me prices for the hardware. After 2 days of pressing, they finally sent pictures of the hardware and prices. I did not know how I could pick a product without the prices. They were extremely expensive. One hook we felt we could not afford was $95.00. We were told their vendor is TAG Hardware. We have spent $632.00 on just the hardware. And $10,385.00 on cabinets.5. We were told by our sales consultant they have yet to ship to the vendor. Where they will ship them to us.6. We were told there is no ETA nor tracking number for the product.7. When I called **** the manager, this morning, I was put on hold. Then told he was on the other line. But "someone" may call me today. However they could not assure me it would be today.8 We just want our product. Especially after spending $11,017.00. They have all this money and we do not have the hardware.Thank you,*************************

  

  Business response

  10/10/2023

  The issue was resolved to the customers satisfaction.

  

  Business response

  10/10/2023

  The issue was resolved to the customers satisfaction.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023, I contacted California Closets to design and build a custom closet for my master bedroom. I was contacted by a designer, **************************** and we started to converse about the project. I had 3 separate spaces that needed work. In June, the 3 closets were set up and and there were problems with 2 of them. Despite multiple conversations about my needs, my master closet was designed to different specifications. ********* and a manager, *****, worked to resolve this issue and I was sufficiently satisfied, despite the errors. The other closet area, however, was another story. Despite multiple conversations to my exact needs and strict measurements by the company, the wrong drawer sizes were built in to the system. These drawers were not large enough to accommodate the purpose they were built (to hold bangle boxes). As a result, I did not have enough space for all of my jewelry. The company's solution to this was building more closet space in another area of my bedroom which was unacceptable to me. I contacted multiple people, my designer, the manager and another employee, *****************************. They all basically said they did their job and I had too much stuff and owed the company the final payment or I would be sent to collections. I made the payment, but the company has not lived up to it's end by delivering what was promised. I am deeply disheartened by the treatment I received when I approached all of them regarding a resolution. $22,000 for a custom closet comes with the expectation that the company stands behind their work and designs. I have all the emails, texts and pictures to support my grievance and can supply them all if needed.

  

  Business response

  10/10/2023

  The issue was resolved and billing was adjusted.

  Customer response

  10/12/2023

  The matter is not closed except that the company was paid in full for a product that was not completely delivered. The company considers the matter closed because they were paid and don't care about the false promises their representatives promised and failed to deliver on. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a total of 3 walk in closets on 3/31/2023 and they were expected to be installed the first week of June. It has been already 2.5 months past the completion date and still cannot get a date by when the job will be completed. The company draft the contract in such a way that the buyer has no right to anything and I could wait for months and months with no completion date.

  

  Business response

  09/11/2023

  I did read the complaint and conducted the research. We have now resolved the situation to the customers satisfaction.

   

  *******

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a closet and office at the end of March 2021 and was told they were a couple months behind due to COVID. I received a install date of July 16th. On that date I removed clothing and other items per the instructions for the closet install. The office portion was put in and the installer measured wrong and cut over three inches of baseboard leaving gap in one area and approximate 1 inch in the other area. The installer spliced a piece of baseboard instead of replacing the whole baseboard, very unclean look. I was told the other gap was too short to replace because he did not have the proper tools to cut that small. This also happened in the closet install with the baseboards. Have small gaps, leaving very unclean sloppy look. Was told by designer i would have access to my plug, that did not happen, had to buy an extension from ********** to make it work myself. Other issues also, and tried emailing manager with no responses. Very poor quality of installation for an expensive ite

  

  Business response

  07/25/2023

  The customer requested a billing adjustment, and we did so.
  

• Initial Complaint

  06/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid **** in advance for a product that was never fully delivered and i was then lied to about when the complete product would arrive. The company refuses a refund.

  

  Business response

  09/07/2023

  No record of doing business with this customer. We've installed at several addresses at ************************** -- but all have Suite #'s, and none of the records we could find were under the name ******************************

• Initial Complaint

  06/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  during install California Closets hit a water line in our house. This has been 12 days now and damage area has not been fixed. Three Companies have come and gone. Was ignored by sales rep, local store manager, area manager and was working with regional manager. Lack on communication, lack of promises and most of all not repairing damage and taking responsibility. I have now contacted my own insurance and proceeding with repairs.

  

  Business response

  07/25/2023

  The customer requested a full refund, and we did so.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩