Empire Today, LLC

Complaint: [redacted]
I am rejecting this response because: I do thank Revdex.com for the service you provide. We try to resolve the matter faithfully, but we regretted the business would not do the same. There for I have no choice except to ask Revdex.com to close the case as unresolved matter.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. We inspected and have attempted to contact the customer by telephone and email to schedule repairs to the installed floor.

We appreciate the customer contacting us regarding their concerns. Laminate flooring is scratch resistant, but not scratch-proof.  We have attempted to reach the customer several times to quote for service, but the customer has not returned our calls.

Complaint: [redacted]
I am rejecting this response because:In regards to their...

comment "The customer chose a vinyl plank product and the local office is working with the customer on their cost of replacement.".  They came out to try to install this product and the Installer would not install it due to moisture which the Product is supposed to be handle so we were left with no floor and the Installers left.  The office at Empire has been very hard to communicate with and it's like pulling teeth to get an email or call back.  This has been a very stressful process, we have tried calling everyday and finally got a call back today 6/5 early morning by Krystal and she said she would call me back after checking with the Santa Fe Springs office. Quinton Hall was handling this case beautifully at the beginning of this case but he's not returning our calls.  At this point, we may just request a refund for our original floor that is missing(vinyl) we bought back in Sept 2017 which Empire pulled up to try to repair and they never came back to repair it again.  We just want a floor for our two little girls to be able to walk on and for this stress to be over.  
Sincerely,
Amanda [redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on August 13, 2016. We appreciate the customer’s feedback and consider this matter resolved.

The local office spoke with the customer and service has been scheduled for Friday, December 15th.

Revdex.com:
We have to reschedule the re-installation. I will be calling empire tomorrow (11/18/2015) to set up the rescheduled date. On Nov 2 it was raining so hard that the installer and I agreed that it would be impossible to do the install that day. The installer was very polite and considerate. I hope the reinstall goes as well and hope that I can get this same guy for the new scheduled install. 
Mildred [redacted]

We appreciate the customer contacting us regarding their concerns. Service was completed on July 8, 2017. We thank the customer for their feedback.

After doing extensive research with our accounting department, all refunds on our part have been processed. The customer has been conveyed this info and she recently ended her dispute with her CC company after our refund was processed.The breakdown is as follows:12/12/16 – Our initial charge, $245.0012/13/16 – Amount disputed by customer, credit card issuer issued provisional refund to card12/16/16 – Full refund processed by us, $245.00The credit card issuer would have then removed the provisional refund as we issued the full refund to the customer’s credit card.  We recommend the customer contact their card issuer for any further questions. .

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and we are scheduled to go out with a new flange on October 24, 2015, and remove and reset the toilet. The customer is aware that if there are additional concerns, we will address at that time. We...

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

We appreciate the customer contacting us regarding their concerns.  The window treatment products were ordered for replacement. Once the products are received we will contact the customer directly to schedule. We thank you for your feedback regarding your order.

We appreciate the customer contacting us regarding their concerns. We installed a bath surround for the customer in June 2007. All installations carry a one (1) year labor warranty. We were initially contacted approximately seven (7) years after installation in December 2014. We advised...

the customer at that time we no longer serviced or installed bath products. The manufacturer provides a limited lifetime warranty on the surround itself, but plumbing or other repairs are the responsibility of the customer. The customer declined to file a claim at that time. The local office spoke to the customer upon receipt of the complaint and the customer agreed to allow us to assist in filing a claim with the manufacturer.

We appreciate the customer contacting us with her concerns.
 
We have offered to service the installed hardwood flooring and provide a discount on the purchase price.  As the customer is asking for a larger refund, we have also offered 50% refund to keep the flooring “as is” so they may...

have serviced by another contractor.
 
The customer is considering our offers and we look forward to her positive response

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer selected a new style on February 17, 2016, and the replacement will be scheduled once we receive the signed agreement. We appreciate the...

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

I spoke the Empire Today Patrick was very nice, and he is working on refunded me  the interest fees, I am very happy about that
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.
Sincerely,
Lira [redacted]

We appreciate the customer contacting us regarding their concerns. Damage to the installed flooring are not covered by warranty. The local office customer service manager has attempted to contact the customer directly to discuss an amicable resolution.

We appreciate the customer contacting us regarding their concerns. Installation was completed on October 2, 2017. We thank the customer for their feedback.

Initial Business Response /* (1000, 10, 2015/09/24) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer regarding the installation issues, and an inspection is scheduled for September 29, 2015. We appreciate the customer's feedback and look forward...

to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the wood floor installation is not the problem, the problem was the lack of information the salesman had when selling me the products. He also over charged my credit card that took me 4 phone calls to finally correct. He sold me hard wood flooring that would not fit and I had to discuss with the installers for 2 hours, then reschedule the salesman to come over again and order the right material. He also sold me carpeting that the company could not install. I had to contact another company to order my carpeting and I had to pick it up and install it myself. My time is worth money and I spent 12 plus hours to resolve this matter. $2000 should cover my time and frustration.
Final Business Response /* (4000, 14, 2015/10/01) */
We have spoken with the customer and agreed upon a partial refund with a signed agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (2000, 16, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.  They fixed the problem so far!  Thank you. 
Sincerely,
[redacted]

The local office has contacted the customer directly and offered several suggestions for resolution. We look forward to the customer’s positive response.