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| - I was referred to Closets Las Vegas by my home builder. My initial encounter was with Erin and she was very helpful in discussing my options.
I moved into my new home and was ready to purchase additional accessories to finish my closet. My sister (who also got her closet installed by CLV) and I made an appointment to meet with Erin on August 25th. We were instead helped by Joe, the owner. He stayed after-hours to help us find the right pieces to finish our closets. He also gave us a sample shelf to try at home.
Upon returning home I noticed none of the spaces in the closet measured 24" or 30" which was needed to hang the sample shelf and other closet accessories.
I called Joe the following morning to explain the situation. He gave me his email and asked me to send him pictures of my closet. I did not hear back from him.
I called CLV a week later to follow up, and was told Joe was in a meeting and I'll be getting a call back. I did not get a call back.
I called CLV again on September 5th and got a hold of Joe. Even after all those days had passed, I did not receive an apology. He said to expect an email from him. So I waited again.
The following morning I received an invoice from Andi listing all the accessories discussed with Joe during our August 25th meet, along with pieces for the garage (which was not what I had requested). Andi also let me know in a separate email that the parts are for pick-up only, and that I will be responsible for cutting the shelving and installing them myself. Was anyone coming to fix the incorrect spacing?
At this point I was quite frustrated, but I still wanted to work things out so I gave them another call. Andi let me know that Erin will be taking care of this issue, but that she's currently busy and will call me back in about 10 minutes. I left my name and number and waited, but I did not get a call back.
Instead I got a message from my sister saying that she had gotten a call from Erin about MY house. I called Erin back and she said she'll sort things out and send me an email shortly. I didn't get anything that day.
I waited another day before calling CLV again. Andi let me know that Erin was busy, and if she could take a message. I let Andi know that I'd like to have the closet system removed from my house. I just couldn't take it any more.
I received a call from Joe. Instead of a simple apology, he said, "So, now what's the problem? I thought we had it all figured out on August 25th..." I explained to Joe that I got tired of waiting and getting pushed off to someone else each time I tried to work it out. Then he said, "You know we can't give you a refund." I told him I understand. His response was, "Do as you wish."
He then told me I was scheduled for a fix on Friday. I told him this is the first I'm hearing about a schedule on Friday, but that the date/time was fine with me. A couple of minutes later I got a call from Joe saying that he does not have it in his heart to take back what I paid good money for, and that I should give the parts to my sister...
I explained to Joe that all I needed was a simple apology and reassurance that things would be fixed. He then told me he was "very very sorry." Apology much too late.
I took a loss of $1300+ and had to have the next company doing my closet to remove the unwanted pieces. What a nightmare!
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