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Empire Custom Flooring

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Empire Custom Flooring Reviews (8)

In response to ID# ***, Empire Custom Flooring did everything possible to accommodate and correct all the issues our customer requested. We replaced the shower floor as they had requested. WE put them up in a hotel during the repairs that were being done in their home. Not
once did we ever say or state that we were not going to fix the issues with their flooring. We agreed that we would compensate them for replacement of their flooring. The amount that was agreed upon both parties totals $15,515.25, of which $5,has already been paid to them as a good faith gesture. We also stated that we would replace the floor at our cost or pay for the replacement of the travertine floor by a third party. One thing we don't understand is the fact that we agreed to replace the floor or pay for someone else to replace it. In turn, they want total payment before replacement or installation. We will pay for the replacement of the floor as stated above, whether it is done by us or someone else. All we ask is for them to provide us with an estimate or invoice at which time we will pay for it up to $15,once the job has been completed. ($5,has already been paid). We have done our part to resolve this matter. All we need is for them to let us replace the floor, or if someone else does it, proof of installation and inspection by Empire Custom Flooring.Thank you,Empire Custom Flooring

In response to complaint ID # ***We have read the response and respond with the following:Why after a year is our customer complaining about their flooring? It looks beautiful. We have done all we can to resolve this matter. We agreed to pay for total floor replacement. Once that is completed, we will refund the amount of the cost of the flooring. It is not difficult. We don't want to make it difficult. We have done various travertine jobs in this subdivision and have never had a single complaint. Seems to us that the customer wants a refund and keep the flooring as well. This is not going to happen nor is it fair. We gave them $5,for down payment (or so we thought) for replacement of their floor, which is more than adequate to get the job started. All that needs to be done is replace the floor and we will pay for the replacement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Empire Custom Flooring did NOT do everything possible to correct issues with the tile flooring they installed. Had they done so, the issues would have been resolved. Yes, the shower floor was replaced. (The shower floor is not part of this dispute.) However, the fact remains that the travertine throughout the rest of the house was installed incorrectly, resulting in an unrepairable floor. Furthermore, attempts to repair problems, such as grout issues and scratched tiles resulted in further damage.
It is true that our lodging expenses for 3 nights were paid by Empire Custom Flooring, but only while they were trying to replace faulty grout installed by their own workers. (That was when they did further damage by putting non-sanded grout over sanded grout.)
We agree that Empire Custom Flooring did not state that they would not fix the issues with our flooring. However, given their repeated promises of satisfaction, followed by failure to successfully complete quality work, we have no inclination to trust this business to follow through on further promises. We do not trust the company’s word or work, that is why we agreed to a refund of $15,515.25 and to be done doing business with them.
This refund, too, has become promises not fulfilled. The agreement was for a refund, not a partial refund with the balance to be contingent on completion of the floor replacement by another company AND inspection by Empire Custom Flooring. $5,000 is not a good faith gesture; it is reneging on a verbal agreement.
Empire Custom Flooring’s response includes, “We also stated that we would replace the floor at our cost or pay for the replacement of the travertine floor by a third party.”
First, the original verbal agreement was for a full refund of $15,515.25, with a check to be picked up the next day.
Second, the terms of the verbal agreement were unilaterally changed by Empire Custom Flooring. The terms were changed to a partial refund with the balance to be paid AFTER floor replacement AND inspection by Empire Custom Flooring. It seems odd that Empire Custom Flooring should have the right to inspect a third party’s work and possibly have the right to refuse payment on whatever grounds they might choose.
Furthermore, at the time we arrived to pick up the refund check, Empire Custom Flooring required a signature on a document with these new, altered terms. They handed over the partial refund only after the document was signed.  This amounts to pressure, and the signature was done under the duress of time pressures and the weeks of increasing frustration with Empire Custom Flooring’s promises and failures.
A refund is a refund.
Empire Custom Flooring installed floors incorrectly. They failed to repair problems with the floors. They offered a refund. We want the fulfillment of the total refund, and we want to be finished with Empire Custom Flooring. Out of our lives and out of our home.
We would also request a cashier’s check, to avoid any potential problems with a check on the business’s accounts.

We have to say we had one of the best experiences with dealing with all of the people at Empire Flooring. We would recommend them to anyone.

Great business. All about making sure the customer is happy in every way and makes it as least stressful as possible. Had the entire house done and will recommend to other.

In response to complaint ID # [redacted]We have read the response and respond with the following:Why after a year is our customer complaining about their flooring?  It looks beautiful.  We have done all we can to resolve this matter.  We agreed to pay for total floor replacement.  Once that is completed, we will refund the amount of the cost of the flooring.  It is not difficult.  We don't want to make it difficult.  We have done various travertine jobs in this subdivision and have never had a single complaint.  Seems to us that the customer wants a refund and keep the flooring as well.  This is not going to happen nor is it fair.  We gave them $5,000.00 for down payment (or so we thought) for replacement of their floor, which is more than adequate to get the job started.  All that needs to be done is replace the floor and we will pay for the replacement.

In response to ID# [redacted], Empire Custom Flooring did everything possible to accommodate and correct all the issues our customer requested.  We replaced the shower floor as they had requested.  WE put them up in a hotel during the repairs that were being done in their home.  Not...

once did we ever say or state that we were not going to fix the issues with their flooring.  We agreed that we would compensate them for replacement of their flooring.  The amount that was agreed upon both parties totals $15,515.25, of which $5,000.00 has already been paid to them as a good faith gesture.  We also stated that we would replace the floor at our cost or pay for the replacement of the travertine floor by a third party.  One thing we don't understand is the fact that we agreed to replace the floor or pay for someone else to replace it.  In turn, they want total payment before replacement or installation.  We will pay for the replacement of the floor as stated above, whether it is done by us or someone else.  All we ask is for them to provide us with an estimate or invoice at which time we will pay for it up to $15,515.25 once the job has been completed.  ($5,000.00 has already been paid).  We have done our part to resolve this matter.  All we need is for them to let us replace the floor, or if someone else does it, proof of installation and inspection by Empire Custom Flooring.Thank you,Empire Custom Flooring

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Empire Custom Flooring did NOT do everything possible to correct issues with the tile flooring they installed. Had they done so, the issues would have been resolved. Yes, the shower floor was replaced. (The shower floor is not part of this dispute.) However, the fact remains that the travertine throughout the rest of the house was installed incorrectly, resulting in an unrepairable floor. Furthermore, attempts to repair problems, such as grout issues and scratched tiles resulted in further damage.

It is true that our lodging expenses for 3 nights were paid by Empire Custom Flooring, but only while they were trying to replace faulty grout installed by their own workers. (That was when they did further damage by putting non-sanded grout over sanded grout.)

We agree that Empire Custom Flooring did not state that they would not fix the issues with our flooring. However, given their repeated promises of satisfaction, followed by failure to successfully complete quality work, we have no inclination to trust this business to follow through on further promises. We do not trust the company’s word or work, that is why we agreed to a refund of $15,515.25 and to be done doing business with them.

This refund, too, has become promises not fulfilled. The agreement was for a refund, not a partial refund with the balance to be contingent on completion of the floor replacement by another company AND inspection by Empire Custom Flooring. $5,000 is not a good faith gesture; it is reneging on a verbal agreement.

Empire Custom Flooring’s response includes, “We also stated that we would replace the floor at our cost or pay for the replacement of the travertine floor by a third party.”

First, the original verbal agreement was for a full refund of $15,515.25, with a check to be picked up the next day.

Second, the terms of the verbal agreement were unilaterally changed by Empire Custom Flooring. The terms were changed to a partial refund with the balance to be paid AFTER floor replacement AND inspection by Empire Custom Flooring. It seems odd that Empire Custom Flooring should have the right to inspect a third party’s work and possibly have the right to refuse payment on whatever grounds they might choose.

Furthermore, at the time we arrived to pick up the refund check, Empire Custom Flooring required a signature on a document with these new, altered terms. They handed over the partial refund only after the document was signed.  This amounts to pressure, and the signature was done under the duress of time pressures and the weeks of increasing frustration with Empire Custom Flooring’s promises and failures.

A refund is a refund.

Empire Custom Flooring installed floors incorrectly. They failed to repair problems with the floors. They offered a refund. We want the fulfillment of the total refund, and we want to be finished with Empire Custom Flooring. Out of our lives and out of our home.

We would also request a cashier’s check, to avoid any potential problems with a check on the business’s accounts.

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Address: 545 NE Edison St, Hillsboro, Oregon, United States, 97124-3111

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www.empirecustominteriorsinc.com

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