Empire Today LLC

We appreciate the customer contacting us regarding their concerns.
 
0pt;">We’ve agreed to requested refund, and forwarded the Agreement to the customer by email today for review and signature.

We appreciate the customer contacting us regarding their concerns.
"Arial",sans-serif;">The agreed upon credit was issued on December 6th. We thank the customer for their feedback regarding their experience.

We appreciate the customer contacting us regarding their concerns.
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The local office has reached out to the customer to discuss resolution.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">We reviewed the customer’s concerns and believe them to be site related damage; such damage is not covered by warranty. The customer disagrees with our assessment, as such we have requested a 3rd party, independent inspection of the installed flooring.

We appreciate the customer contacting us regarding her concerns.
 
As...

requested, we have refunded the credit card on file, and charged the finance account.
 
We appreciate the customer’s feedback on this matter.

We appreciate the customer contacting us regarding their concerns.


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Services were completed as scheduled on August 15, 2016. Again, we appreciate the customer’s feedback regarding their experience and look forward to working with them on future home improvement projects.

Initial Business Response /* (1000, 5, 2015/01/20) */
We appreciate the customer contacting us regarding his concerns. We are having the carpet inspected by an independent, third party inspection company. Once the inspection report is complete and submitted to us, we will contact the...

customer to discuss the results and possible solutions. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I shouldn't have to be jumping through these hoops, for an ongoing issue that has been happening since the carpet was first installed. If this was the first issue, as opposed to multiple ones in every single room the carpet was installed in I wouldn't have an issue.
Final Business Response /* (4000, 9, 2015/02/06) */
We have been attempting to contact the customer via telephone to advise him of the inspection results and schedule an appointment complete the necessary repairs. We look forward to hearing back from the customer and amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because:
 
From: Wayne [redacted] [mailto:[redacted]@yahoo.com] Sent: Friday, August 26, 2016 1:16 PMTo: Customer Relations <[email protected]>Cc: m[redacted]@gmail.com; Wayne [redacted] <[redacted]@yahoo.com>Subject: Re: CID - [redacted]
 
The company has emailed me twice regarding this situation but only after we reported them to the Revdex.com. I have yet to respond but will after I send this off to Revdex.com. The problem started when our toilet in the bathroom was not set properly and raw sewage spilled out under the flooring, laminate, which traveled out to our dining room. This was just before thanksgiving   Besides ruining the laminate it caused damage to our vanity and drywall which we were told would be replaced. To date after numerous attempts to contact the company and installing contractor this still has not been resolved. When the company came out to repair this issue all three workers ran out of the house puking as the smell was overwhelming. We were forced to live like that with this awful smell for about 5 days while we waited for the company to receive about 100 sq. ft. Of tile they replaced the damaged laminate with. They installed for free but insisted we pay for the product. Another "up sell" They felt we didn't choose the right product for use in the bathroom. Kind of funny though when their salesman told us it was a great choice even after I expressed my concerns and thoughts of putting tile in the bathroom. The overall laminate has many areas which were noted after the initial install which needed to be replaced as they we're either short cuts, showing spaces in between boards or cupping. This is where the edges meet and they started to curl. Approximately 1/32" to 1/16".  Doesn't seem like much until you look at all the defective ridges on your floor from a short distance. This has not been addressed either as we were told by the company, salesman and installing contractor. Since installation there have been numerous other areas which are showing this "cupping" problem as well as we have come across other gaps in the laminate. We also have transitions from laminate to tile which have yet to be addressed. Again the company has only reached out since the threat of the Revdex.com was involved which I find unacceptable   The tile contractor, who quickly repaired our bathroom at an up charge cost, was the only one to reach out to us but never followed up.  We are very dissatisfied with the quality of product, which our salesman told us was some of the finest laminate available anywhere, as well as the workmanship and lack of responses until threatened. Doesn't seem like a good way to do business. I've read the companies response and I'm sure they would love to "up sell" us tile as this seems to be their method of operation. Their pricing for their product is well overpriced , especially when compared to a Home Depot or other type store which also offers installation at reasonable rates. Due to the nature of this issue and the lack of response or concern by the company their offer of "up selling" us tile with free install is an insult at best. They installed a poor product with poor installation. I.e. No quality control on their part just a rush to have you do a survey immediately after the install when some of these problems were brought up with resolution guaranteed as they want their customers happy. We have also noticed an area in our living room carpet that is now coming loose. Less than a year and it seems like everything is falling apart without concern on their part.  I hope this is enough detail to explain what we are dealing with and look forward to resolving this, but again the current offer is out of the question. We paid over 11K for laminated and carpeting which was financed so they have received all of their monies and we are stuck paying for an inferior product poorly installed
Sincerely
Wayne [redacted] Sent from my iPhone
On Aug 26, 2016, at 6:01 AM, Customer Relations <[email protected]> wrote:
Wayne And Michelle [redacted]  [redacted] ,CA 92119
Sincerely,
Wayne And Michelle [redacted]

We appreciate the customer contacting us regarding their concerns.  We have spoken with the customer and apologized for the missed sales appointment. We were able to reschedule the appointment and provide the...

customer a quote. We appreciate the customer’s feedback consider this matter resolved.

Complaint: [redacted]
I am rejecting this response because:
There was no communication from the company from July 19 until July 26. We needed to confirm with them that they actually had the materials in stock in the [redacted] warehouse to complete our job, and we needed to know when they planned to have installers at our house to do the work, so that we could arrange for someone to be at home at the scheduled time. We both work full-time jobs outside the home, so advance notice is absolutely necessary. On the morning of July 26, we received a voice mail on one of our cell phones stating that the installation crew would be at our house THE SAME DAY between 1-3pm. No advance notice, no regard for our schedule whatsoever. We scrambled to get time off work to be home at the scheduled time, only to have the crew show up at 4:45pm - not within the 1-3pm time window. If we had known this, we wouldn't have had to waste time off from work. At this point, the job has been completed and we don't see any issues with the work so far. It is simply unbelievable to us that a company can treat customers this way, with nothing more than a "we apologize for any inconvenience," and still end up with an A+ rating with the Revdex.com because the complaint has technically been satisfied. We will NEVER again do business with Empire Today, and recommend that no one else does either.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns.
10pt"> 
Repairs were completed under warranty at no cost to the customer on July 18th. We apologize for any inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to personally thank [redacted] in the corporate office for her support and [redacted] with the Atlanta office for responding promptly, effectively, and efficiently to my needs as a customer who has a long history with Empire.
As a result of this, I look forward to doing business in the near future with Empire.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I understand the flooring selected was not available however this was back in May. After being canceled on 4 different times, the wrong flooring brought the 5th time and a poor installation the 6th time this is more than inconvenience. I guess the 7th time was a charm for this company. I took off 7 days to have a 4 hour job completed and while a partial discount was ok then it's not now. I lost a lot of time off and salary because of this. I even have pictures of the bad install. 
I will never use or tell anyone to use empire for their flooring needs. Just awful service. 
 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. We have made multiple attempts to contact the customer to discuss their concerns, but have not received any returned calls. Based on the customer request we would be willing to...

ascertain the replacement of their laminate floor at a cost to the customer for the significant upgrade to a superior and more expensive material. Once we have been in contact with the customer will extend the offer.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
Service and installation is scheduled...

for October 29th. We thank you for your feedback.

Initial Business Response /* (1000, 5, 2014/04/14) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and advised that per her request, the order has been cancelled. The refund has been processed, and the customer should receive a...

refund check for the full amount of her deposit within 7 to 15 business days.
Initial Consumer Rebuttal /* (2000, 7, 2014/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We appreciate the customer contacting us regarding his concerns.
 
We...

offered to install the transitions the manufacturer provides for this style of flooring, or reimburse and install transitions the customer may prefer. The customer agreed to allow installation with the manufacturers and has scheduled service for July 25, 2016.

We appreciate the customer contacting us regarding their concerns.


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Inspection found the flooring to be poorly installed, as such we fully replaced under warranty at no cost to the customer. Replacement was completed on September 28th. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">The adjustment of the purchase price was executed as agreed on July 15th, to the customer’s finance account.  We apologize for any inconvenience.

Thank you for contacting us regarding your concerns.
 
We have agreed...

to a reduction in the purchase price and re-scheduling of the carpet installation. We apologize for any inconvenience.