Classic Painting & Decorating, Inc.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on June 16, 2016. We need to schedule one additional repair of a transition. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
Customer was installed in December 2012 with hardwood flooring. In October 2013 the customer complaint of dents/dings, as well as squeaking in the hallway.
 
3rd party inspection was completed in November 2013. The...

inspector found the dents to be usage/site related and not covered by warranty. The inspector also found an irregular fastening pattern in the family room/hallway. Repairs were offered to correct the fastener issue, but the customer did not follow-up despite the market attempting to reach them several times by phone and mailing a letter. Customer contacted the market in May 2014, and again did not follow-up.
 
The customer has now contacted us again at the end of June this year. The local office has internally inspected the installed flooring for needed repairs and is determining next steps as the floor is well out of labor warranty at this time.

Complaint:...

[redacted]There was no admission of poor service and no apology for the way I was treated. This looks like canned response and shows a lack of respect for me, your paying customer. I never plan to do business with your company and will encourage others not to use your company also.
I am rejecting this response because:
Sincerely,
George [redacted]

We appreciate the customer contacting us regarding their concerns. The local general manager reviewed the installed carpet with the customer. The customer would like to select a hard surface product. The market has agreed to work with the customer on the cost of replacement.

After doing extensive research with our accounting department, all refunds on our part have been processed. The customer has been conveyed this info and she recently ended her dispute with her CC company after our refund was processed.The breakdown is as follows:12/12/16 – Our initial charge, $245.0012/13/16 – Amount disputed by customer, credit card issuer issued provisional refund to card12/16/16 – Full refund processed by us, $245.00The credit card issuer would have then removed the provisional refund as we issued the full refund to the customer’s credit card.  We recommend the customer contact their card issuer for any further questions. .

Complaint: 10886036
I am rejecting this response because:  It is true that Empire is scheduled to come on November 30, 2015 to start work.  However as I've previously stated, I wish to keep this complaint open until the floors are done correctly and the $900.00 agreed upon compensation is taken off of my bill.  Thank you.
Sincerely,
Diane [redacted]

Initial Business Response /* (1000, 15, 2015/07/16) */
We appreciate the customer contacting us regarding her concerns. The necessary repairs and the carpet installation were completed on July 15, 2015. We have been attempting to follow up with the customer to confirm that everything has been...

completed to her satisfaction. We appreciate the customer's feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.Service was completed on Monday, April 10, 2017. We thank the customer for their feedback regarding their experience.

We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer regarding any open issues and is discussing resolution of same.

We appreciate
the customer contacting us regarding his concerns. We regret that the customer
has not yet received the refund. A new refund check, number 665310, was sent
via FedEx to the customer’s provided mailing address on November 20, 2015. We
appreciate the customer’s feedback and look...

forward to amicably resolving this
matter.

We have spoken with the customer and scheduled repairs for March 18, 2016. For customer satisfaction, we also offered a partial refund, which the customer accepted. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. The local office has spoken with the customer and scheduled service for Thursday, May 25, 2017.

We appreciate the customer contacting us regarding their concerns.
 
The customer requested all new tack-strip and to upgraded the padding. For customer satisfaction, we agreed to these services at no additional cost to the customer. Services were completed on July 14th

The local sales department is working with the customer on changes to the carpet order.

We appreciate the customer contacting us regarding their concerns.We have requested quotes for the damage and received one, and understand another is being forwarded. We appreciate the customer working with us to resolve this matter amicably.

Complaint: [redacted]
I am rejecting this response because:...

Empire today installer not only cut, trimmed, shortened (however your want to word it) interior doors in my home, the installer came back to my home on 10/13/16 to remedy the problem of doors rubbing the flooring by cutting, trimming, shortening the doors for the second time.  The installer sent by empire today did not arrived with the install manager as agreed prior by the install manager and myself.  The installer during that visit also removed the exterior door that does not open completely (due to the floor) and reinstalled it.  The installer then communicated to me that they needed to phone the office to discuss repair options.  The installers left my home without any further communications with me.  I then called the office and the office notified inspections solutions to access the issue,  scheduled for 10/18/16.  currently awaiting results.  The issue with the doors were caused by the defected material of the first flooring installed, and the installer installing the second replacement flooring on top of the damaged flooring causing the need to cut the doors,
Sincerely,
[redacted]

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.
The crew that came 11/17 was amazing! The sales rep n crew removing the floor and Mr Sherwin made the resolution a calming experience. Thank you so much!
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. The local office spoke to the customer on May 11th and offered to schedule the service for the bathroom molding. The customer will review their schedule can call back to set a date.

Service is scheduled for Saturday, February 17th.

The regional manager spoke to the customer today and offered to reimburse her for a contractor to address the door.