California Closets of Greater Washington DC

I chose California Closets based on the brand name with an expectation that the work would be high quality and low hassle. I learned that California Closets franchise out their brand without apparent concern for quality. Randy Fry, the franchise owner originally misquoted the cost of the work by almost $2,000 because he forgot to include one set of custom-measured sliding glass doors. I was notified less than a week before the start of work that Randy couldn't make the first installation date because his suppliers hadn't delivered materials. I ended up living out of boxes in my living room for three weeks. What was supposed to be an easy "done in one day, within two months" turned into a three month activity that required two installations and additional costs. After a two week delay from the original installaion date, two workers showed up and explained upon arrival that one set of doors were broken in shipping, so they wouldn't be completing the job in one day. They told me I was supposed to have known that -- they assured me that the owner had notified me that we wouldn't be done in a day, as promised. There was another month delay for custom doors to arrive. When the doors did arrive, I had to cut and provide a piece of wood from my local hardware store to anchor the door runners, despite repeatedly asking the original workers ahead of time about their bringing the special anchoring wood (different installers came for the second visit). During the original installation the work was rushed an poorly done. The cabinetry needed to be mounted into plaster walls. Again, the contractor new this after two pre-work site visits. The installation team broke four drill bits trying to figure out how to anchor the shelves, leaving chips in the recently-painted walls. Realizing I wasn't happy with the way the work went, the installer bolted in a wheeled tie holder into the far back corner -- the worst possible place for it -- assuring me that was "at no charge." Worth noting: the $8,000 I paid for the work did not include demolition or refinishing of the closet space -- this franchise does not do that preparation work, the subcontract the demo out. I probably could have gotten the exact same work done for half the price using a different contractor. The final product looks nice, but it was a huge mistake on my part for not reading the reviews before signing with this franchise and for thinking "name brand" for closets meant something. I'd recommend you contract based on recent reviews in Angie's List, not by name brands which are franchised out.

They did great work. Very responsive. Tori was a great designer. Spent a lot of time discussing out needs for closet organization. Looked at every piece of clothing to make sure the arrangement made sense. Met our schedule very well.

unknown

The nightmare started with the original install dates - the two guys that showed up were repeatedly hampered with the wrong and missing supplies.  At the end of Day 3 (July 24), less than half of our projects were done and not one was finished correctly.  We even custom made a section for ties that wasn't designed properly by CA Closets and the designer was rude enough to say via text "they do not drag in my opinion & of the installer" - so I texted additional pictures that clearly showed the ties dragging which she then acknowledged it was wrong and that "I'm going to have to reference my cad file & check against the actual length of the partitions, something is off."  I requested to talk to someone about my experience and she said "I've forwarded all pics, conversations, and requests to my manager Wayne and have asked him to phone you as well."  
(On Monday, July 27, I also contacted the National Offices of California Closets based in California and spoke to Debra Clawson, Operations Support Coordinator, based in Berkeley, seeking their assistance in working with the local Virginia vendor).  
On Monday, July 27, Wayne sent me an email and said he was on the way at 11:20 a.m.  At 1:59 p.m., I emailed Amy, the designer, and said I haven't heard from Wayne since his email 2.5 hours earlier.  She gave me his phone number - I dialed and left a message - Wayne called back and said he had sent a text or email and that he got called to another job - and he also said a Manager would be out Saturday, August 1 to look at the very incomplete work.  Wayne later changed his story to say he must have not sent the email before he left the office to go to the other project.  To be clear, there was no email or text received from Wayne.  
On Saturday, August 1, Robert did show up around 11:30 a.m. late (I had to send a text asking if he was still coming).  Upon arrival, we walked him through each project element and he took pictures of the incomplete work mess.  By Monday, August 3, the shelves in the pantry were falling down and I texted Robert a picture with a level showing the sag.  Two days later on August 5, Robert asked if he could schedule Friday for repairs and asked if Amy, our designer, had been in touch - I replied back "Yes on Friday. No word from Amy."  Robert's reply "After our visit, I sent her our findings.  She seemed like she was going to contact you, but I assume too much."  On Thursday, August 6, I texted Robert asking what time on Friday would the installer arrive - no response until the next morning when he sent a text message saying Dave and Trey would be there at 2:30 p.m. to work on the poor installation work.  Friday evening Robert texted asking about the repair work - I replied back the work completed looks good, but 4 key areas of the overall project were still unfinished.  
On Friday, August 7, Duval Reynolds with CA Closets confirmed meeting at our place on 8/8 at 1:30 p.m.  We walked him thru the remaining projects and all of the missing work, including the needed redesign of the custom tie area.  He took lots of pictures, notes, and measurements.  His response "Thank you guys for letting me right our wrongs."  On Tuesday, August 11, Duval did come back by our home to confirm his measurements.  After his visit, we were told we would be put back on the schedule to finish the install - the date set was for Friday, August 28 - over one month after our promised finish install date.  
Friday, August 28 arrives...the installers show up but were missing many parts of the needed pieces to finish the project.  I call and speak to Robert advising him of the many missing parts - I was told they were on the way.  At 3:30 that afternoon, I texted DuVal and let him know it was now 2.5 hours later and we still didn't have the parts on hand or the additional person here for the install (they had only sent one person).  Needless to say, the help and parts did not arrive that day.  I was promised that the parts and additional help would arrive at our place on Monday, August 31 to complete the job,  
Monday, August 31, I text Robert to confirm that Dave and a help would be at our home to finish the project.  Robert texted back "He will be there along with a helper."  2 hours later I texted Robert back saying no one from CA Closets had arrived to start work on the remaining projects.  Within 30 minutes, Dave and Trey, arrived and began working on the installation.  Even after 2 deliveries from the warehouse, the project was not done that evening.  To top it off, the drawers for the custom tie section were not the right size - missed on the drawings by the designer and DuVal.  Let me be clear, it wasn't the installers, it was the lack of product to do the job correctly!  
Tuesday, September 1:  The right size drawers are delivered and a few other little odds and ends are completed on the project, although we were still missing a valet rod, the cap for the bedroom nook installation, along with concerns about the design of installation for our bathroom drawers under the existing sink.  
On Friday, September 4, CA Closets finally completed our project weeks after the initial promised date.  It took several calls and emails to both the local VA franchisee as well as the national offices to get our project finished.  All along we took pictures, saved texts and emails, and made numerous calls to prod the completion of our $17k project.  
Our prior experience in Dallas, Texas, with CA Closets was a white glove experience; our DC experience with the local franchisee was a K-mart experience at best, weeks behind schedule.  Unfortunately, our DC experience would say find another vendor for your closet needs.  

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unknown

You get what you pay for.  Responsive, friendly, knowledgeable designer/salesperson.  Efficient professional installation.  High price.

California Closets did a good job installing shelves to my specifications.  It was a little pricey, but the quality was good and I am happy with the result.

There is no way that this could have been a better experience. The salesman/designer was on time, knowledgeable, understanding, polite, helpful....Installation was done in one day, exactly to order by an equally polite person. All debris was cleaned away. It's over a year now, and I love the storage unit. Was able to sell a couple of pieces of storage furniture and make my bedroom look much bigger and less cluttered.