Michael Conaci and his family were excited to move into their new home in Ellington. As a house warming gift, his mother-in-law gave the couple new carpet for their bedroom and hallway.
“It was a great gift,” said Michael Conaci.
But last June, that new carpet installation left their home in disrepair, according to Conaci.
Crews from Empire Today removed eight sliding doors and then installed the carpet. However, Conaci said the installers informed him that it was his responsibility to put the doors back up.
“I thought it was kind of strange, but I agreed because I didn’t know any better,” said Conaci.
Conaci said putting the doors back up did not go as planned. He claimed the workers provided him with the wrong door measurements to cut the sliding doors, which resulted in them being too short. He said that caused the doors to swing back and forth and come off the track.
“It’s extremely frustrating because I have little kids and I don’t want a door to fall on them,” said Conaci.
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Conaci said he contacted Empire Today and they sent someone out to fix the doors, but he said that didn’t fix the problem. He reached out to the company a second time, but no one showed up to his home.
“I was pretty upset because I was waiting all day here for them,” said Conaci.
When he couldn’t get a resolution from Empire Today, Conaci turned to NBC Connecticut Responds who helped facilitate a solution.
In a statement to Responds, Empire Today spokesperson, Tina Binette wrote:
“Thank you very much for forwarding Ms. Conaci’s concerns. I will look into this immediately and provide an update by end of business. I do know our contract states that the company does not cut doors as these are the kinds of issues that we try to avoid. I also note that Empire provided the customer a $200 credit since they state the sales rep said we would remove and cut the doors.
After further research, it was confirmed the installation crew provided measurements to the customer, which led to the customer cutting their own closet doors short. As the installers did share measurements with the customer, Empire has agreed to reimburse the customer for like-quality doors subject to our receipt of two estimates. We’re sorry that the Conaci’s cut their doors too short. Empire’s mission is ‘making beautiful new floors easy’. We do hope the Conaci’s enjoy their new flooring for years to come.”
Conaci and his family are thankful that Responds help close the door on a frustrating problem.
“Relieved. Absolutely relieved,” said Conaci. “You guys are a great company and really help people out.“
