SCOTTSDALE, ARIZONA -- On April 3, 2006 I signed an agreement with Closet World to install (3) closets in my house for the amount of $8,012.00. I gave a deposit of $4006.00 and authorized the charge against my Visa card. Closet World scheduled the installation of the (3) closets for May 16, 2006. On April 10, 2006 Closet World charged a total of 4,178.50 to my Visa Card.
On May 16, 2006 the installer from Las Vegas didn't arrive until 2:30 in the afternoon and then brought the wrong material. First he went to Home Depot. He returned a few hours later. He then had to return to the warehouse for the right material. He then informed me that they didn't have the Wild Cherry melamine in stock for the 2nd bedroom closet and would have to reschedule the installation of that closet. I called Antoine **, Closet World Installation Supervisor and asked why we weren't told previously that all the material weren't available because we would have rescheduled the entire job. He didn't have an answer.
The installer then proceeded to build my hall closet and when it was done realized to had to be torn out and redone because he hadn't followed the design plus he didn't bring the correct accessories. I called Antoine **, Closet World Installation Supervisor and asked if a Supervisor could come out and verify the work was being done correctly and to make sure all the materials and accessories were correct. He said he would send one out. The supervisor never showed up. May 17, 2006. No installer and no Supervisor.
May 18, 2006 The installer returned to build the 1st bedroom closet. He completed most of the 1st bedroom closet but still needed to build the hamper. The hall closet still needs to be redone. I again called Antoine ** and asked when the Supervisor was going to arrive. He said 12:00. The Supervisor never arrived. I called Antoine again. He said the Supervisor would be out. Still no Supervisor.
May 19, 2006 Antoine called me and informed me that they were going to charge my credit card an additional $2,500.00 dollars. I told him that's not what we agreed to and the terms and condition of the agreement didn't state that. That I was left with (2) incomplete closets and one that hadn't been started on. I demanded a Supervisor come out and see what had been done. What I thought was a Supervisor arrived. His name is Shalee (from California) and he made notes on the work order's of what needed to be redone.
I explained to him why I wasn't going to pay the additional $2,500.00. That we gave his company $4,000.00 in good faith over a month ago and we are left with one incomplete closet, one that needs to be torn out and redone and one that hasn't even been started. He understood why I wasn't going to pay another $2,500.00. He said I needed to reschedule with Antoine for the completion of the closets and the necessary redo's. I asked if the hall closet could be redone now since it wasn't a material problem. He said to schedule everything for the same time. Antoine rescheduled the job for June 6, 2006 and assured me all the material would be available.
May 31, 2006 Antoine ** confirmed the materials were available and would be installed on June 6, 2006. I reminded him of the material and the work that was to be redone. I asked him if he had the revised work order. He didn't seem to have it until I started reading from my copy. Thank goodness I have a copy machine at home and was able to make a copy when Shalee was here. Antoine confirmed the redo and said it would take 1 day to complete the job.
June 5, 2006 I received a call confirming the installation and was told they would start between 12:00 and 3:00. I left a message with Antoine explaining my concern with completing the job in one day when the installers weren't going to start till 12:00 or 3:00. Antoine never returned my call.
June 6, 2006 arrived and a different installer came out for a service call. He said he was told we had all the material. I told him we didn't and he took one look at my husband's closet not even started and called his Supervisor Justin. He told Justin that this wasn't a service call but a total new installation. During his conversation with Justin it became apparent that the Wild Cherry melamine hadn't even been ordered. Installer told me not to speak to Antoine but call Justin. The installer tore out the hall closet and rebuilt it.
I am very happy with the results. My bedroom on the other hand isn't finished. The installer wouldn't replace material that was chipped and said he would but a wood filler in them. It doesn't look good. I'll deal with this later. Still waiting for backing and shelving for first bedroom closet and husband's closet hasn't been started. Installer requested another payment of $1,000.00. I told him no and that we will pay the balance when the work is completed. Justin rescheduled the job for June 28, 2006.
I called Justin and asked what was going on. He said he wasn't aware that Wild Cherry melamine was missing and during their morning meeting it hadn't even been brought up. I asked for Brandon Banks, Installation District Manager phone number but was told he was on vacation. He gave me the name of his manager Ira and asked if he could call me the next day after he found out what happened to the missing Wild Cherry melamine. I will wait until noon for his call and then I'm calling Ira and Wayne **.