Empire Today LLC

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">Service was completed on July 20th. We apologize for any inconvenience this matter caused.

Customer replacement was scheduled for Saturday October 15th. The installers arrived as...

scheduled. The customer began to threaten legal action if the installers did not complete the install exactly as she requested.
 
The customer was advised that he install would take two days and requested we work Saturday and Sunday. We are closed on Sunday and offered Saturday and Monday service; the customer refused service. The local General Manger has attempted to contact the customer by telephone several times without reply.

We appreciate the customer contacting us regarding their concerns.
"Arial",sans-serif; font-size: 10pt;"> 
The local office contacted the customer directly and has scheduled for repairs under warranty at no cost to the customer.

We appreciate the customer contacting us with their concerns.
 
The...

local office has been in contact with the customer and we have ordered the needed materials for repair. Once the materials have been received, we will contact the customer to schedule at their earliest convenience.

Initial Business Response /* (1000, 5, 2015/10/07) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a replacement with a signed agreement. The replacement will be scheduled at the customer's convenience. We appreciate the...

customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
For now, I accept it. The manager of the office personally came to my house and showed me swatches for an upgrade. The installation of the replacement floor is scheduled for today. If it gets cancelled for any reason and they do not contact me to tell me that, which happened when they put in the original floor, I may reopen. At this time, I am satisfied. We will see what happens today.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the replacement is scheduled for May 05, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this...

matter.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Empire has told me in three separate occasions that they would return my call. First they said that they had to talk to the salesman to make sure the window treatment was a gift, part if a promotion since I accepted the flooring offer. They never called me back, that was more than a month ago. Then another person called and said they wanted me to explain the situation to them a second time and that they would return my call the next day. They dint return the all the next day. I've called and left messages but I don't believe that Enpire wants to right their wrong

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 also must point out there is a financial attachemnentto this complaint, namely, Empire must reinburse the $50 bank fee for making stop payment as well as $350 fee for the trouble my family and I endured  with the defecting equipment. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/11/03) */
We appreciate the [redacted] contacting us regarding her concerns. We have spoken with the [redacted], and the repairs are scheduled to be completed on November 5, 2014. We appreciate the [redacted]'s feedback and look forward to amicably...

resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came and fixed the floor, but they still need to replace the molding because the wrong size was sent from the warehouse. I am still waiting for a reason why they tried to commit fraud and increase my credit card limit without my knowledge. The [redacted] service billing department was rude. My claims agent there never called me back. I am very dissatisfied with Empire, however the crew for install and replacement was wonderful
Final Consumer Response /* (3000, 15, 2014/12/05) */
12/4/14
I still have not gotten a return call as to when the molding will be replaced. I last got a call saying the molding was special order which I find very hard to believe because I was told the warehouse put the wrong height on the truck. Also, no one from Empire has apologized for the fraud they tried to commit with my credit card, by charging the wrong amount and then trying to increase the credit limit without my knowledge.
Final Business Response /* (4000, 17, 2014/12/05) */
We have spoken with the [redacted] and confirmed that the molding will be replaced on December 13, 2014. We appreciate the [redacted]'s feedback and look forward amicably resolving his matter.

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.
 
After the install of the new floor everything appears in order, however this was the case during the first install. As the adhesive cures and the floor settles that is when Ill know for sure that I am either satisfied with the install or will have to contact Empire again for repairs. As of this moment, the day of install everything looks good. 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns.


size="3"> 
Full replacement of the flooring was completed on August 29, 2016. Further, we are reimbursing the customer for expenses related to the pluming.  We appreciate their feedback regarding their experience.

Complaint: [redacted]
I am rejecting this response because: They offered me a solution based on lies and honestly a [redacted] poor solution. I have knowledge from someone I know who works in their organization, and the person involved told me exactly what I should have gotten. If it wasnt for my friends suggestion I would have never gone to Empire, I read the terrible reviews prior to giving them my business. And when I tried to get a better result, the customer service rep told me she couldn't provide me details about how they came to such a conclusion. How does accompany refuse to give you the details on a business transaction that took place? Luckily I had the details prior and wanted to know why they weren't matching my information. This furthers my proof that this company is neither transparent nor respectable.
Empire's response was most likely based off the fact that they THOUGHT was uninformed and made me a low ball offer. Plus the fact that the installer lied and then proceeded to steal what was rightfully mine. I have such buyer's remorse.
At the time in which I spoke to them, they offered me a resolution, but it didn't align with my wants. I wanted what I paid for and should have gotten. Now after having to deal with this sorry excuse for customer service, I have since changed my expectation. I want the remaining balance of $150 credited to the account and I want to wash my hands of anything to do with this company EVER AGAIN!
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, explained the pricing was comparable to their previous order and have...

agreed to provide a small monetary discount for goodwill and customer satisfaction. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for June 29, 2016. We have also agreed to address his additional concerns after the completion of service on June 29,...

2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">The damage to the installed floors are caused by the customer’s pets. This type of damage is not covered by warranty.
 
On July 14th, the local office contacted the customer and offered to work with the customer’s cost of replacement by extending employee pricing as a courtesy. We have offered to send samples for review, but the customer advised they are in the process of other home improvements and will not be ready for flooring until the next year.
 
We look forward to working with the customer on her future flooring project.

We appreciate the customer contacting us regarding their concerns.
The local office has scheduled...

replacement for December 1st. We have also offered the customer a discount. We apologize for any inconvenience this matter caused.We thank the customer for their feedback.

Thank you for contacting us regarding your concerns.
 
size="3" face="Calibri">Per the customer’s request, we have canceled the order and issued a full refund of the deposit payment back to the credit card.
 
We look forward to working with you on future home improvement projects.

We appreciate the customer contacting us regarding their concerns.
Per discussions with the customer, we have...

processed an agreed upon discount.We thank you for your feedback.

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and confirmed that the repair was completed on February 15, 2016. We appreciate the customer’s feedback and...

look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.  We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the odor.  We appreciate...

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