Classic Painting & Decorating, Inc.

Complaint: [redacted]
I am rejecting this response because:  I don't believe they will actually show up on the 13th based upon their past lack of appearances.  I will resolve the complaint once they complete the repairs.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns.The agreed upon adjustment to the customer’s finance account was completed on March 14, 2017.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and advised that we will have an inspection conducted by an independent, third party inspection company. Once we receive the inspection report, we will follow up with the customer to discuss the results...

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

We offered to complete the installation, but it required additional removal of pre-existing flooring the customer declined the service. Per our previous reply, we have canceled the order and issued a full refund to the original method of payment.

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 their concerns. The service was completed as agreed. We thank the customer for their feedback.

We have come to an agreement to re-install the carpets today. It is now 11am and no one has arrived to install the carpets. I am a flight attendant and my schedule is very hectic. I have put the 21st of October and the morning of the 22nd October aside. I loose 600.00 dollars in compensation. It is impossible to contact anyone at empire today. I have been on hold for more than 20 min. I have emailed but to no avail. At this point I will now want a refund and will go with another carpet company.

The local office spoke to the customer on Wednesday March 22nd. The manufacturer has approved the customer’s claim for a replacement tub. Labor is not included and the customer will need to hire another contractor to install the new tub. We regret we do not offer any such services, and the labor warranty has been lapsed for years.

We appreciate the customer contacting us regarding her concerns.
 
We have agreed to fully replace the carpet originally installed in 2012 at a greatly discounted cost. The install is currently in progress as scheduled.

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. However I'm still upset that it took 3 months to get the floor fixed and myself wasting 3 days of staying home all day on appointments made by Empire only to have nobody show up and not compensate me for my time. This has been the worst customer service that I have ever dealt with in my life time. I hope these comments get some heads rolling to improve their customer service. 
Sincerely,
Gary [redacted]

Revdex.com:Thank you for assisting me.  I have accepted the option 2 of a $350.00 credit.  This case can be closed.  Thanks, Denise

We regret the missed appointment and any inconvenience that occurred as a result. We have spoken with the customer, and the service is scheduled for January 25, 2016. 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 April 7th. We thank the customer for their feedback.

Complaint: [redacted]
I am rejecting this response because: They still owe us for replacing the floor that was defective. They are the ones that came out and told us the floor was damaged or defective and needed to be replaced. I was told by [redacted] that they were going going to issue us a refund after the install was completed. He said and in his words, " They needed to finish the replacement flooring first because the work order needed to be closed out before they could issue the refund." He also said that he would stop out the next week with the check to make sure we were happy with the new flooring. That never happened. There was always a reason he couldn't make it, then he changed his answer to say they were not going to pay us because his boss said they weren't going to do it because we called them, Empire, back out because of some new damage to the floor. that is true , but that does not change the fact that the floor was defective, by there own omission. There was not flood and I never said that. The damaged floor was only about 50 square feet, but they said it all needed to be replaced. They upgraded the floor on their own. I never asked for an upgrade. They did it because all the flooring they had in stock was defective and they said, the salesman said they would upgrade it. That also has no bearing on this as they said they would without being asked. This is going on to long and needs to resolved and the only way to do that is for them to pay us. I will not give up.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting...

this response because: The original install was October 27, 2015, it is now December 16 and the repairs are still not finished. During the first attempt from Empire to repair the mistakes made during the original install, they sent workers when no one was home to let them in. After that failed, we rescheduled the repair work and they sent out the wrong materials for the job. We asked them to repair the trim, transitions, and flooring in the spots that weren't installed correctly. They only sent new quarter round. We then had to call back twice to try and reschedule the repair work. Empire was not helpful or cooperative when we told them what still needed repaired. They sent out an inspector to assess the amount of repairs needed to be done. The inspector told us that there was enough problems with the install that replacing all the flooring would be necessary. After rescheduling the repair work for December 12, 2015 we had hope it would get done. Diana [redacted] was who we rescheduled with but she failed to let the installers know about the work order, so when Saturday December 12th arrived, no one came to our house. We then contacted someone at Empire that same day and they said they forgot to put it on the schedule for the installers to come out. So after many attempts to get this flooring finished we are tired of being lied to by Empire. Every time we call to speak with someone to resolve this issue and get this repair work finished they fail to deliver on their promises. We feel they do not respect our business or care about finishing our flooring at this point. You can see why we are rejecting their response to our complaint. We are very disappointed in the actions of Empire in attempts to finish our flooring. We have only been requesting that they deliver the product we were promised from the beginning. At this point in the process, we would like to have our floor completely replaced or our money refunded.  
Sincerely,
Brandon [redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and agreed to an independent inspection of the installed carpet at no cost to the customer. The inspection service will contact the customer directly to schedule.

We recently internally inspected the installed flooring. The flooring is in severely poor condition due excessive moisture damage.  The flooring was installed in January 2005, nearly 18 years ago; nothing observed in the review would be covered by warranty. The customer needs to have a remediation company remove and clean the home. We do not offer such services.

We have scheduled with the customer to inspect the installed carpet and replace the tack-strips and re-stretch carpet.

We appreciate the customer contacting us regarding their concerns.
 
For customer satisfaction and goodwill, we have offered to replace the living room area at no cost to the customer. The customer has scheduled for August 30th for the replacement.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, refunded their credit card, and charged the balance to their financing account as requested. We appreciate the customer’s feedback and consider this matter resolved.