I have a smaller closet. What consumes should know is that no matter how much damage is done by tearing out your old closet, they will not repair the damage they cause. They do not repair drywall, plaster or paint at all. The best they can do is cover over the damage with a new closet system.
In my case, even with backing there are still areas of plaster damage on the side walls and along the baseboards. Nothing they could do. And because I did not pay for backing the damage was left exposed. I had to spend about 6 hours applying spackle, sanding and painting to make everything right. This was on top of paying the quoted price for the job. Maybe this isn't a big deal for some but certainly not what I was expecting.
Additionally, the general manager Charles Palko was very rude and spoke to me in a very disrespectful manner when I was unhappy with the outcome. I wouldn't use them again. Go with someone else unless you want a weekend project.
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After the posting the above the company sent me an email. In essence the email says that if you pay for backing, which was quoted to me by the section, they cover the entire closet from floor to ceiling. They added that I received a very good discount, I was a liar and wanted something for nothing.
I called the general manager. He was quite upset and was completely incapable of a civil conversation without name calling. He called me a liar and a coward for my Yelp post. I attempted to explain that I did not pay for backing, I should have read the contract closer and the sales rep spoke to me before I spoke to the general manager. The sales rep already told me backing was off the table without paying a few hundred dollars more. The sales rep said he wasn't sure what else he could do and he said he would let me know. He never called back and I was referred to speak directly with the general manager.
Bottom line, I was told the closet would be a finished project without backing. And here's the main point, that is not true. If you don't pay for backing, your project is not going to look nice. The installers told me that some people don't pay for backing and just put their items in and the walls are out of sight and out of mind. It's an option for saving a few bucks. More likely, your going to see the unfinished job and go to the hardware store to paint and sand. And this is my whole reason for writing this post. One, I want people to know the consequences of not paying for backing. Two, I want to explain my bad customer experience.
This whole situation is quite sad and unfortunate. It's a shame I couldn't have a civil conversation with the general manager without being called a liar and a coward. Again, I should have read the contract closer. That's on me. There were numerous modifications on the phone and in person. I met the sales rep twice in person. A viewed several 3D images but at the end of the day there was a miscommunication and the backing was not included. It was a lot of information. This doesn't change the fact that the closet looked terrible without backing and it clearly looked unfinished. Bottom line, I was lead to believe I was paying for a finished product.
After several hours of work my closet looks nice. My experience not so much. read more