Space solutions designed and installed my walk-in closet last month. The design stage went smoothly - Jorgen the designer was a pleasure to work with and the finishes are quite nice. The installation, however, was a disaster. The installer completely destroyed the walls inside my closet when removing the previous fixtures. And instead of stopping and allowing me to get professional plastering/painting done before installation, the installer went ahead and did a poor patch up job and installed the closet fixtures on top of the mess he'd created. When I contacted the company to send pictures and report the issue, they were at first defensive and later sent another installer to "fix" the first installer's mistake but he couldn't really do much other than smooth the walls a bit. Barb the owner of the company told me to cover it up with clothes (which was outrageous!) and that the Designer was at fault for not telling me there is a risk of damage to walls when previous fixtures are removed. She said that if I wanted to pay a professional painter to fix the walls, I could send her the bill and she would deduct it from the designer's pay check. I was so disappointed in her handling of this mishap - she charged me in full for a poor installation service. I had high hopes given the positive reviews this company has received but my interactions with the CEO alone have left such a poor impression (I can't believe she was going to deduct $$ from her designer's pay check!). I would not recommend her company's services based on poor installation AND unacceptable post-install customer service.
- Approximate cost of services:
- $2,000.00
- Company Response
Unfortunately, there was certainly a lack of communication here, and that is not the norm. The client should have been advised that like other closet companies in Toronto, we do not provide a patch and paint service. Most customers will arrange to have the closet tearout done in advance and painting complete before our arrival. Because builders use a combination of fasteners and adhesives, removing such materials inevitably leads to damage no matter how much care is taken. We have acknowledged from the outset that our designer did not make this clear, hence our offer to pay for this service should the customer have it done, and our offer still stands. As an alternative, we have been working behind the scenes to find a painter in the hopes of rectifying the situation for the client, and continue to do so.