Classic Painting & Decorating, Inc.

We appreciate the customer contacting us with her concerns.
 
We have offered to service the installed hardwood flooring and provide a discount on the purchase price.  As the customer is asking for a larger refund, we have also offered 50% refund to keep the flooring “as is” so they may...

have serviced by another contractor.
 
The customer is considering our offers and we look forward to her positive response

We appreciate the customer contacting us regarding us regarding their concerns.
 
The repairs were completed under warranty at no cost to the customer.  We appreciate the customer’s feedback on this matter.

We appreciate the customer contacting us regarding their concerns. The local office has spoken to the customer and agreed to an amicable resolution to the customer’s concerns. We thank the customer for their feedback regarding their experience.

We appreciate the customer’s feedback regarding their experience.   Service is scheduled for Saturday December 31st.

We appreciate the customer contacting us regarding their concerns. The regional manager spoke with the customer and was able to reach an amicable resolution to this matter.

We appreciate the customer contacting us regarding their concerns.
 
Customer’s carpet was installed December 2014. While the one (1) year labor warranty has lapsed, we internally inspected. While no defects were suspected, for customer satisfaction and goodwill, we have agreed to have a 3rd...

party inspection of the carpet at no cost to the customer. That inspection is currently pending.

We appreciate the customer contacting us regarding their concerns. The local office contacted the customer and all service issues have been resolved. We thank the customer for their feedback on their experience.

Complaint: [redacted]
I am rejecting this response because:There was no communication from the company from July 19 until July 26. We needed to confirm with them that they actually had the materials in stock in the [redacted] warehouse to complete our job, and we needed to know when they planned to have installers at our house to do the work, so that we could arrange for someone to be at home at the scheduled time. We both work full-time jobs outside the home, so advance notice is absolutely necessary. On the morning of July 26, we received a voice mail on one of our cell phones stating that the installation crew would be at our house THE SAME DAY between 1-3pm. No advance notice, no regard for our schedule whatsoever. We scrambled to get time off work to be home at the scheduled time, only to have the crew show up at 4:45pm - not within the 1-3pm time window. If we had known this, we wouldn't have had to waste time off from work. At this point, the job has been completed and we don't see any issues with the work so far. It is simply unbelievable to us that a company can treat customers this way, with nothing more than a "we apologize for any inconvenience," and still end up with an A+ rating with the Revdex.com because the complaint has technically been satisfied. We will NEVER again do business with Empire Today, and recommend that no one else does either.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and were able to discuss their concerns.  Customer did not make any requests. We appreciate the customer’s feedback and consider the matter handled.

We appreciate the customer contacting us regarding their concerns. Service has been scheduled with the customer. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. The local office contacted the customer and all service issues have been resolved. Further, we discounted the order for the inconvenience. We thank the customer for their feedback on their experience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The Business has advised that the many scratches and chips in the floor since it’s installation less than 3 months ago is “not covered under warranty” . They also advised in writing to the Revdex.com  that the warranty doesn’t cover “post installation” which seems useless since why would a floor be covered before it’s installed. Based on this the company misrepresented that these floors were covered under warranty which is clearly a big misrepresentation (lie). Consumers would not get floors installed by this company if they were aware that post installation any scratch or chips from shoes or normal wear and tear from living in a house where you walk on floors!  Additionally, Empire also advised that the “significant discount” they are willing to give me (after many back and forth calls and complaints including a Revdex.com and Rip off Report complaint) will still cost me $1900! It’s a huge misrepresentation to claim a floor is covered when someone hires them and then request almost two thousand for fixing the cheap wood. These floors cracked and chipped within WEEKS whereas my [redacted] floors I had before Empires floors never chipped. Clearly [redacted] is better quality which actually says a lot. The company also tried to claim that since I had “toys” in the room my infant daughter must have done it. Basically stating that I you have a child DO NOT buy their floors since they are the most non-durable floors ever. Based on these facts, it appears the Business completely misrepresents their warranty and tries to get more money from customers who hire them by installing cheap products that will then cause customers to rehire them to fix them which will cost additional THOUSANDS. The only business response that will suffice is fixing these floors that were JUST INSTALLED for free and actually having a warranty. I do think however that long term the floors will likely chip again since they are the lowest quality materials I have ever seen (and two contractors have confirmed that came to the house and took pictures to show other clients on why NOT to use Empire).
Christie

The refund has been processed, and we have advised the customer that it can take three to five business days for the refund to reflect back on her credit card. We appreciate the customer’s feedback and look forward to amicably resolving this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding his concerns. We conducted an inspection on February 29, 2016, and we will be following up with the customer to schedule the repairs at his convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but I will close the case.  On the day of installation, here is what I sent to Megan, the area manager.  I spoke to Alexis on Tuesday this week.  She told me that if I called her at 7:00 this morning, which is when she got to work, that she would make sure to get a crew out the door and coming to us first thing this morning.  I informed her that we were ONCE AGAIN having to pay a mover to move the fish tank.  I called Alexis at 7:05 this morning.  She did not answer, and she did not return my call.  I also did not receive a call yesterday (the day prior to install) as you said I would.  I finally received a call at 8:40 this morning informing me that "the installers are on their way, and will be there shortly".  The max time was said to be 1-2 hours.  It is now 2 hours and 15 minutes after that initial phone call.  The installers just called and said they would be here in an hour.  When my husband asked them where they were currently located, they said "Grand Prairie".  We informed them that is only 20 minutes from our house, but they still said they couldn't be here any sooner than an hour.  So, now we are looking at 12:00 arrival time.  Meanwhile I have movers on standby which is costing me $.  This is completely unacceptable.  I can't help but think that this delay is just a malicious act on the part of Empire today.  I truly believe that there was no intention to have the installers show up during the requested time frame.  This is unacceptable.Post install note: The crew finally finished the install at 7:45 pm.  Meaning, I had to pay movers on standby the whole time.  The installers were here for 8 hours.  In that time they managed to cut our surround sound speaker wires multiple times.  Luckily my husband caught them trying to tape it up and required they go to [redacted] to replace the wires.  I will continue to take any opportunity to encourage anyone I can NOT to use Empire.
Sincerely,
Laura [redacted]

We appreciate the customer contacting us regarding his concerns.
We have spoken with the customer about the damages and agreed upon a resolution
with a signed agreement. We appreciate the customer’s feedback and look forward
to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. We’ve spoken with the customer and reviewed pictures that were sent it. The issue does not appear to be a seam, but rather a stain on the carpet. We have recommended a professional cleaning per the manufacturer’s warranty guidelines.

We appreciate the customer contacting us regarding their concerns. Service was completed as agreed and the customer contacted us to let us know they were pleased. We thank the customer for their feedback.