Complaints

This profile includes complaints for Closet Factory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Closet Factory

  1620 Timocuan Way Ste 124 Longwood, FL 32750-2606

  
• 

  Closet Factory

  670 N Orlando Ave Ste 1004 Maitland, FL 32751-4467

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT USE this company, at least the Longwood Timocuan Way location. We needed an entertainment center built to help hide our subs and to help things look nice and clean. We got hold of Closet Factory and had the consultant come out and build/design something for us using the software to give us an idea, which was GREAT. We just had it installed a few days ago and the entertainment center is not even centered on the wall or centered with the TV. We unfortunately did not notice it until the next day, so we called the office, and they told us too bad, after Julio installed said "if there are any issues, please let us know". They actually wanted to charge us more to have them come out and complete the actual job that should have been done right in the first place. They are the installers; they should know what is centered and not centered. So now this entertainment center is sitting 8 inches off from what it's supposed to be and never centered with the TV like they advised. Not only that, we have this BIG seam right down the middle that looks tacky and was NEVER advised we would have a seam like that down the middle, I mean come on we would not have built this, if we knew that. They charged our card for the rest of it so fast that we didn't even have a chance to approve the final withdrawal, SKETCHY. Plus, they didn't really leave the build cleaned up all that well. We had to wipe everything down and have marks all over my walls. The more we keep looking at it, the more we are finding wrong, half ass craftmanship on an expensive furniture. The top of the counter is even crooked, the left side sticks out over the drawers, and as you go down the top to the right side, the countertop is flush with the drawers. Also, they did not reinforce where the subs, and center channel will be as we were advised it would be by our sales consultant, because the speakers and subs are heavy. Get this thing out of my house at this point, its half ass craftmanship

  Business Response

  Date: 02/01/2023

  ****** thank you for taking the time to provide your
  feedback.

  When we install a custom unit, our highly trained and
  experienced installers always collaborate with the customer to ensure their satisfaction
  and ensure any necessary onsite changes are discussed and approved before
  moving forward.
  At the time of your installation, your installer discussed
  every phase of the project with your husband who took the lead on communicating
  with our installer. There were a couple of scenarios at play, which were discussed
  thoroughly before the building process started.

  Please note that to install our system flush to the wall, we
  remove the baseboards where the unit meets the wall. Your husband stated that he
  did not want the baseboard removed (we were previously unaware of this). We
  advised him that if we would not be able to remove the baseboard, we could
  notch the panels around it so the unit would still fit flush against the wall. He
  advised us that he did not want the unit notched. As a result, this meant that
  we would have to install the unit off the wall to clear the baseboard and we
  would anchor using L brackets. Additionally, we would have to trim the sides of
  the unit to obscure where the unit was off the wall. This is not our customary
  installation procedure but was your husband’s instruction to our installer. Though
  this change required additional labor and trim, we provided it free of charge
  as a courtesy to you.

  The installer provided his professional opinion of where to
  place the unit, but your husband ultimately chose to have the unit moved over
  to the right to enclose the outlet on that side. Before proceeding, the installer
  alerted him in addition to making this off center, it would mean the outlet on
  the left would not be enclosed and would be visible when walking into the room
  as well.

  As an alternative, the installer provided your husband with
  the option to center meaning we would notch the panels where they meet the wall
  and outlets (in this scenario, the outlets would not be enclosed so notching
  would be necessary). Your husband again declined centering and declined notching
  the panels. He stated that he was not concerned about centering on the tv (and
  never mentioned the “crown bump out”) as he could simply move the tv later to
  center on the unit. His focus was where to place it so that the right outlet
  was encased in the system. As previously noted, this meant the left outlet was
  not encased and as such, we provided a grommet to run the wires to that side of
  the unit (again, free of charge).
  After exhausting all possible installation options with your
  husband, the installer placed the unit per his instruction and as pictured in
  your photos.

  As this is a custom product, it is common for the installer
  to collaborate with the customer and make changes at their direction during installation
  to ensure maximum satisfaction. The installer completed his installation, and
  we received signature confirmation on site that the project was complete.

  We understand that after further consideration and after the
  project was complete and signed off on (by you), you may have decided upon
  moving the unit. We installed the unit per your husband’s instruction and
  moving it even two inches over would entail a full dismantle and rebuild of the
  system. This is not a simple or short task.

  Regarding the seam in the countertop, your unit is 164” wide.
  Industry standards for length of countertops before a seam is required is
  either 96” or 120”. The width of your unit exceeds this and so a seam is both necessary
  and customary. Additionally, because of your instruction to move the unit off the wall (because your husband declined to have us install flush to the wall by removing the baseboard) we then had to move the countertop back to cover the gap. In doing so, it limited the overhang and made any imperfections in the wall not being plumb more obvious in the overhang of the countertop. Again, this was not at our suggestion or direction and did represent a change outside of what is customary - but the installer had extensive conversations with your husband before proceeding at his direction.

  The final payment on your system was not processed without
  your approval. Per your signed contract, the final balance is processed only after
  you have signed off on the project and payment. After the installer completed
  his installation, you reviewed the work with our installer, and you signed off
  on completion and satisfaction with the project. It was only then that our office
  proceeded with your signed approval to process the final payment.
  We appreciate your feedback and will continue to improve our
  process moving forward.

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: At this point every company wants to do half ass craftmanship and always has an excuse to not provide good customer service. The installer was great, but he DID NOT have an in-depth conversation with Eric regarding the countertop being crooked or anything for that matter, in fact he even stated he hated that split down the middle and it isn't flush. I was here too, so it's 2 against 1. While I understand it was first communicated that the cabinet was center, we just assumed sales would have communicated that to the installer that the dimensions were based of the crown molding pop outs, so this is what we get for assuming, because apparently no one can do their job and the consumer gets the hit for it. While we were speaking to a consumer protection attorney yesterday, he mentioned that companies fail to realize regardless of contracts signed, there is always the clause of "after the fact" which is where consumer protection comes into play.  We don't always see things at the time of install, and things come up after, but companies never want to provide the level of service anymore, it's all about I got my money who cares. 

  All we were doing was asking for a little help to make it right, but apparently money is far more important to you. 

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

  Business Response

  Date: 02/03/2023

  We discussed all options with the customer and proceeded with installation based on how the customer wanted the unit installed. We have previously detailed all points of concern with the customer in our response. The project was completed to customer satisfaction and signed off with the installer on site at the time of completion. We have no further details or comments to offer at this time.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Closet Factory because we wanted to get our entire house done where smaller shops may not be able to handle. We closed the design late June/early July. Install date was scheduled for end of August. From first day installers arrived I knew this was not going to be delivered in 9 days as they had scheduled. I called the Designer and she said first day things can be bit hectic as they are trying to organize the parts as this is a big project. I mentioned that aside from desorganization the installer only arrived at noon. Next day same thing and the next. Installers started from the office where I work from home instead of a room where they had all the parts. The installers switched to the closet in the rooms, laundry, entertainment center, garage. At the end of the 9 days they only finished the rooms and laundry and not complete missing parts. Then they rescheduled for two weeks later to "complete" the job. Not! Finished only the garage and entertainment center. Now I am in October and the office hasn't been done. I had to chase the office to give me a date instead of Closet Factory promptly apologizing. They keep saying it was a big job but I thought Closet Factory was a big company seems it is a Mom and Pop shop even worst. At least a Mom and Pop shop cares for customer and wants to return. closet Factory is making no effort. Of course the way they setup payment schedule they already received 90% of the payment upon first day installer arrived. I still owe $5000 at the end of the project whenever that finishes. I am still in the middle of the living room, had to rearrange my garage because they left a bunch of wood and still waiting. after chasing they gave me a 11/1 and 11/2 installation but already saying it will be missing some things. Ridiculous at the minimum I should not have to pay the remainder amount. good lord it was 50,000 project. Hope someone reads this from high up.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/03) */
  This customer contracted a very large and complex project with Closet Factory. Our timeline for amount of days needed to complete a project is understood to be an estimate, not a guarantee. Permissible delays do occur due to material availability, staffing, weather etc. In an effort to complete as much of the project as possible, we did begin in some areas and move on to others even in the event where some rooms still required a punch list to complete. Our design consultant, office and service manager have been in communication with the customer throughout the entire project to update on status and lead time. Currently, we are projected to complete this project in full by 11/4/2022. As we are completing to plan, we are unable to extend any further discounts or billing adjustments.
  
  
  Consumer Response /* (2000, 7, 2022/11/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The new installer came and even though he is taking 3 days to complete one room, he arrives earlier not 12 noon and I can see he is doing everything to accomodate and to be perfect. He still needs to do some touch ups and entertainment room countertop. I still need to hear back from Closet Factory when that will happen.