Empire Today LLC

We appreciate the customer contacting us regarding their concerns.
 
0pt;">The local office recently spoke with the customer. While the floor they purchased is scratch resistant, no flooring is scratch proof. We have offered to work with the customer on the cost of replacement. We have also offered to discount the customer’s recent purchase for customer satisfaction and goodwill.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">The one (1) year labor warranty lapsed on the customer’s carpet in 2013, however for customer satisfaction and goodwill, we have offered to re-stretch at no cost to the customer. The installers arrived as agreed, but were unable to perform the service as the carpet is in disrepair. We have requested a 3rd party inspection to determine if there are any manufacturing concerns with the carpet.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, cancelled the carpet order and refunded the deposit. We have also refunded their laminate order as requested. We appreciate the customer’s...

feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their concerns.
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The local office left a voice mail for the customer on September 6, 2016, to schedule a date/time to have the installation manger review.

We appreciate the customer contacting us regarding their concerns.


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Per the customer’s request, we have canceled the order and fully refunded the deposit payment to the customer’s credit card.
 
We appreciate his feedback regarding his order and hope to work with the customer on future home improvement projects.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">We have contacted the customer regarding the issues and repairs under warranty, at no cost to the customer, are scheduled for August 2, 2016.

Initial Business Response /* (1000, 5, 2015/03/10) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and we regret any delays in the refund process. The refund has been processed and should reflect on back on her credit card statement...

within 3 to 5 business days.

Initial Business Response /* (1000, 5, 2015/04/14) */
We appreciate the customer contacting us regarding her concerns. We spoke with the customer and offered a replacement with a different style for a discounted cost. The customer accepted this offer and the replacement was completed. We...

appreciate the customer's feedback and hope to assist her with future home improvement projects.

The local office spoke with the customer on December 27th and reached an agreed to resolve this matter...

amicably.
 
We appreciate the customer’s feedback.

We appreciate the customer contacting us regarding their concerns.
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Per the customer’s request, we have canceled their order and refunding the deposit payment in full. We look forward to working with the customer on future home improvement projects.

Complaint: [redacted]
I am rejecting this response because: I called Bill Allivato and left a message, sharing a change of thought- asked if my hardwood flooring could be stained to match the hardwood steps.
I have not received a response.
 
I also asked that the price be reduced, as the length of time of this experience has cost a great deal of inconvenience. I have not received a response to this either.
Sincerely,
[redacted] C.  [redacted]

The regional manager spoke with the customer on January 4th and offered to replace the bedroom carpet with removal of the...

laminate flooring under warranty. Further, we have offered to discount the order for inconvenience.  
The customer asked to review with her husband and we look forward to their positive reply to our offer.

Initial Business Response /* (1000, 5, 2014/05/09) */
We appreciate the customer contacting us regarding her concerns. On May 6, 2014, we met with the customer to inspect her concerns. We have reviewed the inspection results and advised the customer that we will power stretch the product,...

and this is scheduled to be completed on May 22, 2014. The customer is also obtaining estimates for repairs to the walls, which we will review for compensation. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came to stretch the carpet, manually as they did before, it was not power stretched as they said. Looks terrible I will not accept this. They need to fix the problem once and for all! I need the laminate guy and carpet guy there together. The carpet looks like it was installed by a non professional. It will start fraying eventually and I need it fixed asap! I am waiting for an estimate on the damaged walls which I will get tonight.
Final Business Response /* (4000, 21, 2014/06/24) */
The necessary repairs were completed on June 21, 2014. We appreciate the customer's feedback and hope to assist her with future home improvement projects.
Final Consumer Response /* (4200, 11, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting for an estimate of the paint that they ruined. The carpet has not yet been replaced and I will not have an answer until I see how the installation comes out. However, this claim is still ungoing as I have not received the estimate from my painter. His invoice has to be submitted to empire for reimbursement. At that point I will advise as to the outcome.
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6/4/14 info from consumer:
I have received a copy of the estimate for the damaged paint, however, no one knows where I should mail it! This is ridiculous! What a business!
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6/5/14 info from consumer:
I sent Empire an estimate for the damages done to my walls (paint) which was $975, they offered me $525 with a signed release. Now why would I accept that if the estimate if $975? Ridiculous!

We appreciate the customer contacting us regarding her concerns. We have left the customer a message advising that the refund has been processed and that she will receive the refund check in the mail. We appreciate the customer’s feedback and look forward to...

amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because:
 
An inspector did arrive and deferred yet again to another individual.  This is a material problem with substandard flooring materials and substandard installation. I'd really like to see this issue resolved before the end of August.  Deliver new flooring material, allow it to actually acclamate and then correctly install it. Problem solved. 
Sincerely,
Gerri [redacted]

We appreciate the customer contacting us regarding their concerns.
We have spoken with the customer and...

scheduled service for Tuesday, January 24th.

We appreciate the customer contacting us regarding her concerns with pricing.
 
face="Calibri">The regional manager spoke with the customer and offered to review the competitor’s quote under our low price guarantee.  We will give the customer the best price available on a substantially same product and installation.

Complaint: [redacted]
I am rejecting this response because: Once they remove the laminate from my home, they are leaving me with a bare floor. I am rejecting this because if they have no intention of fixing the floor correctly, they need to leave my floors as they found them, with carpet. They are now offering to install the floors the way they were supposed to with warranty, but I now need to take another 2-3 more days off work for them to do anything. And they want me to sign a disclosure BEFORE they do any work saying how I will not seek action against them now or ever. This leaves me with no recourse in the event they do the same work they did this time. I have no problem with them coming and removing their flooring from my home, but they need to replace my floors with something. 
Sincerely,
Rosietta Gadson Jennings

Thank you for contacting us regarding your concerns.
 
face="Calibri" size="3">The regional manager has spoken with the customer and has offered to review quotes for refinishing the installed floor and the missing drawers. We will review the quotes once received.
 
We appreciate the customer’s feedback on their order and look forward to an amicable resolution.

Thank you for contacting us regarding your concerns.
 
face="Calibri" size="3">Repairs to the laminate threshold have been scheduled for the customer, under warranty at no cost.
 
We appreciate your feedback regarding your order.