First Coast Closets

Recent Google reviews

• Jason Ward 1 · 5 months ago

  We signed a contract on December 26, 2025 for two custom closets. We agreed to the full price upfront and fully expected to pay it, based on the assumption the work would be done correctly. The sales process was smooth. Everything after that was not. What followed was four months, four visits (originally presented as a single installation over a couple of days), two failed installations, and a third visit by the owner himself after he acknowledged his installer’s work was not done correctly, all requiring repeated back and forth to reach an acceptable result. The first install had obvious issues, including incorrectly manufactured panels and crown molding that did not match the design. The second attempt made things worse: damaged shelves, unstable molding, exposed fasteners, and what appeared to be scrap material used as support. When we raised concerns, the owner initially claimed crown molding is "inherently unstable" and renders top shelves unusable, despite selling it as an upgrade. Within 48 hours, he reversed course and said he would install it properly. We attempted to get a clear repair plan in writing to avoid repeating mistakes, but that never really materialized. We even offered a reasonable off ramp. He declined, chose to proceed, and agreed in writing to complete repairs in a single visit. That did not happen. On the third visit, the owner came in person, expressed clear frustration with his installer of several years, said he did not understand the work that had been done, and suggested he might fire him. He acknowledged the work was unacceptable and stated this was not the reputation he wanted. He then told us the project still could not be completed that day and required reordering materials. By the fourth visit, nearly four months after signing, the closets were finally mostly correct. At that point, I was surprised to receive an invoice for the full balance. I asked how he would handle payment if he had gone through this same experience. His response was: "I would proceed by paying my balance once the work was completed. I have spent an extra $500 and two Saturdays of my time to repair this. I know the expense is not your fault, but please realize that I have done everything in as timely a manner as allowed to complete per the agreement. Now it is time for you to fulfill your obligation to pay for the work." This does not reflect our experience: what was presented as a project taking a couple of days stretched into four months, with delays in communication and multiple failed installations, and while he says the added time and cost are "not your fault," including them here makes clear where he believes the burden belongs. We paid the final balance, not because the experience justified it, but because based on his response and contract terms, it seemed likely he would escalate, potentially filing a lien. This is not about price. We agreed to it. It is about execution and accountability. In hindsight, we would have paid significantly more to avoid the time, stress, and effort this required. If you think you are getting a bargain, understand the cost may come in your time and sanity. He stated during the third visit, in person, that this was not the reputation he wanted for his business; based on our experience, this is exactly the reputation being earned, and with no shortage of alternatives in Jacksonville, you are far better off choosing one of them. === For clarity, the photos and videos reflect only a small portion of the issues from the first two installation attempts. Prior to his in-person visit, he maintained that the installation was correct. These issues were not resolved until the fourth visit, after repeated follow-up and significant pressure on our part.