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Consumer Complaints

BBB Accredited Business since 05/01/2012

Empire Flooring & Design Center

Phone: (408) 213-0996Fax: (408) 213-1135

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
06/03/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: None of the Above - Customer Service Complaint Issue

Complaint: Empire flooring took my money and did not finish the service. They are not paying the money back and not responding to my e-mails and phone calls
I hired empire flooring for various jobs during my remodeling project. They did not do a satisfactory job on several things. The wood floors they did grinding have a lot of gaps. The kitchen door has an opening at the bottom that brings a lot of cold air at nights. They did not finish the wood piece on the mantel.

My main complaint here is the about painting. I hired Empire Flooring for both interior and exterior painting. They finished the interior painting. Then I went with colored stucco with a different contractor and told Empire Flooring not to do the paint job on the exterior. Unfortunately I paid the total amount for both exterior and interior painting and Empire flooring is refusing to return my money back. ****** **** took the invoice from me and said he will get back to me with the settlement. The amount I paid them for exterior painting is about $4500 after the $350 discount. This was in June 2012. Since then, I have been calling them and e-mailing then without any response.

This is a snippet of an e-mail I sent them back in June 2012;

"We also need to figure out the financial terms. I may have paid you more than I should since the exterior painting is not being done. From the original quote that I sent you, it was $4900 for exterior and you gave me $350 discount ($700 total and I distributed it equally for interior and exterior).

Also, I spent $150 for kitchen door molding on the out side to put the casing. I will deduct $150 from you since that is your responsibility as part of installing the door."

BBB, Please help me to get my money back.

Thanks

Initial Business Response
Contact Name and Title: ****, Director
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@empireflooring.net
The customer already confirmed in his writing that there is a contract for exterior paint. We already prepared all material and lined up our crew for exterior painting according to our contract. Unfortunately the customer decided to hire somebody else for exterior painting job while being in contract with us. This is a breach of contract. Despite this fact, we were forthcoming enough to meet with the customer to settle the case. we met and the customer agreed to spend the amount allocated for exterior painting towards purchasing other items such as kitchen cabinets. After this meeting we contact the customer several times with no response. Finally after close to one year the customer called and said that he was not here or he was busy.

About items such as work on fire place mantel, etc. etc. please not that mantel is not part of our contract. We, based on customer request, provided material and installation services for several items that we have not been paid yet.

Being a company with superior customer service, we still invite the customer to meet with us to settle this case, considering the fact that this is the customer who committed breach of contract.

Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
Empire flooring sub-contracted the paint job to **** ****** **** ***** wasn't happy with the relationship between Empire Flooring and him and it was impacting the quality of the interior painting a lot. I wasn't satisfied at all with the interior paint job and I didn't want to continue the contract for exterior paint. As a result, I was concerned and talked to ****** **** and we mutually agreed to cancel the exterior paint job.

Empire Flooring also sub-contracted some other person who doesn't even speak proper english for installing all interior doors for us and the quality of the doors and the installation is very bad. Doors are mis-aligned and were not hung properly. I can show it to you if you come to my home anytime.

I showed all the mistakes for interior painting and interior doors to ****** several times and ****** did not take proper action to resolve the issues.

Empire Flooring and I NEVER mutually agreed to reallocate the money that I already paid ($4500) for exterior paint on kitchen cabinets or other services. Also, Empire Flooring NEVER contacted me on their own about this agreement OR to any of my requests for a meeting. I would like to see if there is any phone or e-mail record in this matter.

If what I am reading from Empire Flooring's response is correct, if they are wiling to provide $4500 worth of goods (instead of paying my cash back), I am willing to talk about that offer. I am not satisfied with the quality of their services so having them work on any service oriented job is out of question. I would like to get my cash back ($4500) and if they are willing to sell me some goods that I may like for all or part of the sum, I am willing to entertain that offer.

As for the other things;
I have paid for the mantel piece even hough it is not complete. Same for Kitchen door. It is fully paid even though it is not properly installed.

Through out the past months, I have been calling ****** and e-mailing them with no response. So, I never got any kind of customer support from Empire Flooring.

Again, Empire Flooring NEVER contacted me even though they mentioned that they contacted me several times in their response above. That is not true.



Final Business Response
Customer responded to our email and came to our store on Saturday 5/24/2014. We signed an agreement. Empire paid customer $2,700 by check. The case is now settled.

Best regards
**** *****
Empire Flooring and Design Center (Licensed Insured Bonded)
*** E ****** **** *** ***** ** XXXXX License#: XXXXXX
Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX
*****@empireflooring.net
Please consider the environment and information security before printing this or any email



Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are my comments;
- The customer cancelled the exterior painting contract 3 weeks after signing the contract
SSC It was a mutual agreement to cancel the job because the interior painting was not done right.
- Our painter refused cancellation after 3 days and charged us extra late cancellation
SSC This is the first time I am hearing this. I would like to get the confirmation from the painter
- We invited the customer to come to our store after June 2012 email communication
SSC No, it never happened. I was the one who always tried to make contact
- Last time, customer came to our store during month of August and met with our project manager, Mr. ****** ****
- They discussed the remaining balance and the invoice for all change orders for extra material and services
SSC We did not discuss any remaining balance. ****** **** said, "**** ***** was on vacation, let us wait for him to come back to discuss further". I waited for them to call me back before I filed this complaint.
- Although the customer was in breach of contract for exterior painting, we agreed to settle the case with him
SSC There was never an agreementto settle the case. If there was one, why would I file this complaint.
- Customer agreed to come back to our store with his spouse to apply any remaining balance / credit towards purchase of a kitchen cabinet set
SSC I was exploring the kitchen cabinet set to buy. This is the first I am hearing that we can apply the balance towards it.
- Ever since we did not hear back from the customer

We are still forth coming and invite the customer to meet with us to settle all differences. I will contact the customer in the next few days to coordinate a meeting
SSC I will look forward for the call. Until I hear the amount we are settling on, I want to keep this case open.

03/12/2014Problems with Product / Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.