Classic Painting & Decorating, Inc.

We appreciate the customer contacting us regarding their concerns. Service has been scheduled for Friday, December 1, 2017.

Complaint: [redacted]
I am rejecting this response because:  Two main reasons.  I was guaranteed by the salesman [redacted] that there would be no issues with me going forward and ordering the asbestos testing and that my money would be refunded.  I said to [redacted] what if they do not complete the installation again and his response to me was "do not worry about it they will install the floor, I do not know why the first installer was worried about asbestos".  My other reason for rejecting is that the first installer cut my carpet in the middle of the living room.  I have tried reaching [redacted] who left me a voicemail asking for pictures but have never received a return phone call.  The most previous time I tried the extension the voice recorder says the number no longer exists.
Sincerely,
[redacted]

We have spoken with the customer and have agreed to have the tile floor cleaned and the grout stained at no cost to the customer.

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered to complete the necessary repairs, and provide a partial refund 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 her concerns. We have spoken with the customer and offered an accommodation for customer satisfaction and goodwill. The customer accepted this offer. The check has been processed and will be sent to the customer’s provided mailing address. We...

appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. Unfortunately, the agreement could not be executed. The order has been administratively canceled per the terms of the contract. The customer's deposit check returned to them by [redacted]. The check was received by the customer...

on Thursday August 17th. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. Service was completed to the customer’s satisfaction. We thank them for their feedback.

We appreciate the customer contacting us regarding their concerns.Installation was completed on Thursday, March 23, 2017. We have also discounted the order for the inconvenience.

Complaint: [redacted]
I am rejecting this response because:  Yes, the carpet is going to be replaced, but I also have a complaint on the luxury vinyl planking.  When [redacted] came out here on 4/8 he had us sign the contract, and per my Husband said he would come back and go over the contract with us, I was just made aware of this.  I had another contractor out yesterday that is installing my kitchen, he does flooring as well, he states I have 331 sq. ft. of luxury vinyl planking, the way I figure that would cost 820.00 plus 1894.00 in installation.  [redacted] stated they used a leveler, they did not, I was even told as such.  According to other flooring company's, this is too much to pay.  [redacted] did not follow through, per the last complaint we would of lost our 10% deposit of 480.00, in receiving the contact the day of expiration.  The contract conveniently is not dated as well.  I'm still not satisfied with Empire, it took many complaints, telephone calls to get the carpet replaced when the day after corporate called and said they would replace it for us.  I do not wish this to happen to another customer!  I was in the Nursing field for 20 years, my Husband is an Inspector at [redacted] for almost 30 years, we have given back, my patients, his workers, and the clients that come to purchase the planes, we make them feel happy and content, without all this back and forth, right and wrong.  What happened to "The customer is always right", when you cannot even get a response to how much per sq. ft. is my luxury vinyl planking.  Now I am not sure if they charged us 820.00 per sq. ft. for the installation and luxury vinyl planking, or even what they did.  Still my Husband and I are very unhappy customer's.  I do believe they are replacing the carpet so they don't have to address the luxury vinyl planking.  This has all been in my previous complaints, but seems to get "over looked"
Sincerely,
[redacted]

We appreciate the customer contacted us regarding their concerns.   The white trim was dropped off with the customer on September 29, 2016 as agreed.   We look forward to working with the customer on future home improvement projects.

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]  after 1 month Empire finally came and finished the job.

We regret any miscommunication that
occurred regarding scheduling the installation, as well as any inconvenience
that occurred as a result. We have spoken with the customer, and the repairs
are scheduled for December 23, 2015. We appreciate the customer’s feedback and
look forward to amicably resolving this matter.

The local office has left several voicemail messages and sent email in an attempt to reach the customer, without a return call, to discuss inspection.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and their refund was mailed to the customer on 4/30/16. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their concerns.   We contracted for an independent inspection of the installed floor; the inspector found deficiencies with the installation. As such, we fully replaced the installed floor on September 1st, using an upgraded underlayment at no...

additional cost to the customer. We appreciate the customer’s feedback regarding their order.

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.
PLEASE NOTE: Empire did NOT show up on the 17th as said on their resolution response. Empire automated call called me on that morning to say they were coming and had the same saying as they always do "As our contractor is on another job before yours, we can not guarantee an arrival time." I waited all day for them to show up and they never showed up. The next day, Tuesday 18th they showed up that morning.They came out and restretched the carpet and beat the nails down on the stairs. Thanks for fixing what I have been requesting for weeks, but I will not be using Empire again.
Sincerely,
[redacted]

The local office...

offered to re-stretch the carpet at no cost to the customer. Further, they offered to reimburse the customer for a professional cleaning.   Below is the portion of the inspection report regarding the soiling of the carpet. The customer states that the carpet has been professional cleaned, but did not provide receipts.   Additionally, the customer advised the inspector that wear and matting were not the concern, rather the carpet buckling. As stated, we have offer to service at no cost. Soiling: In the master bedroom, there is an area approximately 2' x2' that is soiled. The inspector removed an affected tuft and was able to confirm that the soil in just on the tops of the tuft.  Using distilled water and a bone scraper he agitated the affected area and using a clean white rag was able to transfer the soil to the rag. Using a black light on the affected spots the area did not fluoresce.He tested the pH of the affected area and it was 6. Claim History / Background / Physical Description Of Site & Occupants: The consumer Mrs. [redacted] stated that her carpet was installed in August of 2011. She started to have an issue with the carpet in August of 2013. Her issues are not wearing or matting, her issues are the carpet is not tucked into the gully, the carpet is buckled and there are soil spots on the carpet.

Initial Business Response /* (1000, 10, 2015/09/10) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a replacement. The customer accepted this offer, and the replacement is scheduled to be completed on September 14, 2015. We...

appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 12, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After opening two Revdex.com complaints and a [redacted] Attorney General's Consumer Protection Division case, Empire finally decided to honor their warranty and replaced my carpet. I would not recommend this company.

We appreciate the customer contacting us regarding their concerns.
 
Repairs were completed under warranty at no cost to the customer on July 15th. We apologize for any inconvenience.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer; the service was completed and we have come to terms on a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.