Empire Today LLC

We appreciate the customer contacting us regarding their concerns.
 
0pt;">The local office spoke with the customer and agreed to a partial discount. The discount was processed as agreed to the customer’s credit card on October 25th.
 
We thank the customer for their feedback.

Initial Business Response /* (1000, 5, 2015/08/07) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a replacement. We will be contacting the customer to schedule an appointment to select a new style for replacement at...

her convenience. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have also offered to replace the carpet in the other rooms at cost because the new carpet won't match the other rooms.
Final Business Response /* (4000, 9, 2015/08/14) */
We have spoken with the customer and the replacement and new installation are both scheduled for August 25, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (2000, 11, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company went above and beyond to resolve the issue.

We thank the customer for their feedback.
 
Testing prior to installation is not applicable to the issue. Installation was in April this year, with the customer first contacting us regarding the concern in August. Based on internal inspection, there is a moisture issue that occurred after the flooring installation.  
We therefore recommend post-installation testing.  Once the moisture issue is resolved, we would be happy to work with the customer on their cost of replacement.

10pt">The repairs were completed as agreed and we confirmed the customer’s satisfaction by telephone today.
We appreciate the customer working with us to resolve this amicably.

Complaint: [redacted]
I am rejecting this response because:
THey wanted me to pay 1500.00 to have new flooring installed. I should not have to pay for anything. We were made promises and blatantly lied to by the salesman and installer. We asked specifically about this issue and we're assured it would be covered if we ever had an issue. Paying more is unexceptable. 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns.


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Service was completed on August 16, 2016. We appreciate the customer’s feedback regarding their experience.

Initial Business Response /* (1000, 5, 2014/08/20) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer regarding the billing issues, and we are currently working towards a resolution.
Initial Consumer Rebuttal /* (3000, 7,...

2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not spoken to anyone since I filed a claim with the Revdex.com. They called on Monday and left a message and I called the following day and left them a message saying I would call them on Friday afternoon since I am at work all day during the week and I don't have time to deal with it during work hours.
Final Business Response /* (4000, 9, 2014/08/28) */
We have been in contact with the customer and processed the payment for her order via credit card. We have advised the customer that we will be paying back [redacted] and she will be removed from collections. We are also providing a partial discount for the portion of the order that was not installed. We appreciate the customer's feedback and hope to assist her with future home improvement projects.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">All products have been installed as ordered, and the customer is welcome to keep the additional carpet/rugs as a courtesy. We apologize for any inconvenience.

We appreciate the customer contacting us regarding their concerns.
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We left a telephone message for the customer on October 6th. Based on review, the shutters must be remade; we’ve offered to discuss with the customer.

We appreciate the customer contacting us regarding their concerns.


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We serviced the closet doors for the customer on August 17, 2016. We thank the customer for their feedback regarding the order and service.

We appreciate the customer contacting us regarding their concerns.

0pt;"> 
The local office called and left a message offering to schedule service for this Thursday, September 15th.

Initial Business Response /* (1000, 5, 2014/12/11) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace the [redacted] The customer accepted this offer. We appreciate the customer's feedback and look forward to amicably...

resolving this matter.

Initial Business Response /* (1000, 5, 2015/09/23) */
We appreciate the customer contacting us regarding her concerns. We regret any delay in the cancellation process and any inconvenience that occurred as a result. We have spoken with the customer and advised that the order has been...

cancelled, and the refund of her deposit has been processed back to her credit card. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's a shame that it took a report to Revdex.com to get Empire Today to actually live up to their own refund policy. Their claim that they have spoken with the complaintant is only because we called them to try to get this resolved, and is utter PR BS. They state that they spoke to the complaintant, and repeatedly referred to "her." Neither of us is female, and if they HAD spoken to us, they would have known that! But at least we got the deposit that should have been refunded to us two weeks ago. It took 3 seconds to be deposited into their account, but 3 weeks for them to refund it to us!

We appreciate the customer contacting us regarding their concerns. We have attempted to speak with the customer via phone and email to offer to remove the ¼ round and lower baseboards to floor level.  This service will be...

completed by one of the more experienced installers. We can schedule this service as early as 06/20/16.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Thank you for contacting us regarding your concerns.
 
size="3" face="Calibri">The local office spoke with the customer regarding the issues. The customer has not yet has a professional cleaning of the carpet as required by the manufacturer to file a claim under warranty. We have recommend that the customer have the carpet cleaned as soon as possible.

We appreciate the customer contacting us regarding their concerns.


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Services were completed on August 19th, and we have discounted the order for the inconvenience. We appreciate the customer’s feedback regarding their order.

We appreciate the customer contacting us regarding her concerns. Empire will provide a monetary accommodation for the uninstalled base boards as well as repair the installed 1/4 rounds.  Empire has reached out to the...

customer and are awaiting a date from the customer to have the repair to be completed. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer accepted this offer, and we are waiting to receive the signed agreement. We appreciate the...

customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
0pt;">We inspected the installed flooring on September 6th, and repairs are scheduled for this Saturday, September 10th.

Thank you for contacting us regarding your concerns.
 
face="Calibri">Service was completed as agreed on October 8th. We appreciate the customer’s feedback on their order.