NOTE: I spoke with the CEO and have updated this review accordingly. The project started off well. Our designer, Angel Manoguerra, seemed to know what she was doing and she was very helpful in arriving at a design for each closet. We had downsized and needed to maximize the small amount of space we have in our new house. Flexibility was also important. Angel told us that every bar and shelve was moveable/removeable. This turned out to not quite be true. Also, although she measured, we were not able to fit things in as planned. Sales Process - all meetings are done in the home and designs put together on the spot, which is nice. Unfortunately, we had a discount but in order to use it, we had to make a decision that night. If a quote is good that night, it should still be good the next day or the day after. Also, their policy is not to give us a copy of their drawings, which we felt was essential for us to determine whether or not the design would work. We had already gotten other bids and were not going to shop the design, but that is their policy. Before spending $6400 we wanted to sit with the plans in the rooms and think about how they would work. That is not unreasonable, and might have helped us avoid the outcome that we have, where things that we expected to fit, don?t. Ultimately we did get some design documents. It was 9 weeks from the time we agreed on the project to the installation date. On the date of installation, even before the installation in the first closet was complete, I realized we had a major problem. The 2 hanging bars were not far enough apart for my husband?s shirts, and they had been fixed into the side of the installation, and were not adjustable. There was also a shelf between the two bars that appeared to be permanently affixed to the wall. I pointed this out to the installer and he removed the bars, drilled new holes, and installed the bar higher (although it could have gone higher still, and should have). He did this with two bars. I told him that it was really important that we be able to move bars and shelves and he said we could, but that three of the shelves needed to be permanently affixed for structural reasons. At that time I should have gone into the other closet to check that bars and shelves there were movable, but I didn?t. 15 minutes after the installers left when I started to put things away, I realized that I had problems in my second (guest) closet. While I could (and did) adjust the hanging bars, there wasn?t enough room in my husband?s sections for him to hang 2 rows of shirts, even if he took out all the shelves that were underneath the shirts. And, some of the shelves were permanently affixed, just like in the other closet. Given the nature of the cabinet closet, there is no structural reason for any shelves to be permanently affixed. When I realized that I couldn?t move the shelves, I called Angel and left her a voicemail. I then called the main number and spoke with Kester who said someone would call me some time the following week (which they did). I never did hear from Angel but I understand that may be because she left the company. . I?m not sure who I spoke to on Monday following installation, but he explained that the shelves that appear to be permanently affixed have a camlock, and he explained how to open and remove the shelves, which we have now done. I jokingly wondered if Angel was paid by each shelf she sold, he told me that extra shelves were left as a convenience and a courtesy; if we wanted them later, it can be hard to match colors exactly. I understand and appreciate that sentiment; I just don?t need 6 extra shelves and I feel like I've paid for every last one. Given that storage is at a premium, I am not sure where I am going to put them either. When we originally talked to Angel about what we wanted to do, she measured and said clothing (like men?s shirts) would fit on 2 bars in the closet, but they do not (there is not enough height). She thought my ?little tiny clothes? would fit on double bars too, but they actually don?t either. We should have double-checked and not taken her at her word, but we also thought she had done a lot of closets (certainly more than we had!) and would have the expertise to know how much room you typically need to hang shirts. We did schedule someone from Bay Home & Window to come out and raise the bars in the office closet; he came to do this yesterday, 6 weeks after our installation. In order to fit my husband?s shirts on his side, we also removed yet another shelf. It is my opinion that Angel does not understand the installation process, and how the actual organizers go together. She was unaware (or didn't tell us) about the camlocks, the supporting shelves, and she apparently didn?t know that there would be shelves on the floors of the closets (even though they do not show the shelves in the drawings, with the exception of the office closet where we did expect there to be shelves and a toe kick). She was not aware that some closet designs do NOT have adjustable bars (unless you call having to drill new holes and screw the bars in adjustable). I do have some positive feedback. The cabinet with the slide out shoe shelves is perfect. It looks great, holds the shoes well, and is exactly what we hoped for. The laundry cabinet is another bright spot in that it looks great and functions exactly as I expected. However, there is a dent in the side of the dryer that was not there before (picture enclosed). There was a very large, heavy shelf that needed to be removed, and a supporting piece of wood and it?s likely that one of those hit the dryer. Accidents can happen, but I am not happy that no one told me about it. We did ask if they wanted us to move the washer or dryer before they started and they said no. In summary, we spent almost $6500 on the 2 closets and the laundry cabinet, and we are definitely not $6500 worth of happy, primarily because when all is said and done, we did not have the space for clothing that we expected to have and were led to believe we would have. We have made it work, but it?s certainly not the outcome we had hoped for. I am struggling with the rating; I initially gave a C rating overall, because we are happy with the shoe closet and the laundry closet, but the most important closets have not turned out as we had hoped. However once the company knew we were unhappy, they did a good job of contacting me, and working with me to see if there was anything they could change about our installation or do for us otherwise; I truly believe they want their customers to be happy. I'm somewhere between a C and B. I gave a C on price, because I feel that Bay Home & Window is expensive compared to others. The quality of the cabinets is good, but I don't feel commands the premium price I paid. For $6400 I wish I had gone with someone else. I initially gave a C on responsiveness, because it was a mixed bag, but I have changed that to a B. On one hand, I didn't hear from Angel, but she has left the company. It took 6 weeks to get someone out to readjust the bars. On the other hand, the person I spoke to immediately after the installation (Kester) was very responsive. I also spoke with someone else who did a good job of explaining things (another Jeff), and returned my call within a day or so. And I received a phone call from the CEO, who also emailed me and left me voicemail; I feel he genuinely was open to the feedback and wants us to be happy.