Empire Today, LLC

Complaint: [redacted]
I am withholding accepting the response by the business. It is correct that I have been contacted, and...

the business has promised to reimburse for cleaning the damaged carpets. However the carpets have not been cleaned yet (i have scheduled a cleaning when I return from an overseas trip), and the company has not actually reimbursed me for that cost. Given the performance of the company in the past, I'll wait to have their behavior back up their promises. Still, The final product is of a sub-professional quality and I asked for monetary relief as a result of that. I have not included the amount of time it has taken and the hours lost of my work time (loss of income) due to non-performance - no-shows - caused by the company. I have suggested that a certain amount of the contract price be returned. 
I will inform the Revdex.com if/when the carpet cleaning is complete, assuming that the damage is resolved, and the company has indeed reimbursed us for that cost. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/07/22) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and explained the charge for the subfloor, and the repairs are scheduled to be completed on July 22, 2015. We appreciate the customer's feedback...

and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The job was not completed on July 22nd. They sent the installer with the molding that needed to be replaced but neglected to tell him about the tiles that needed replacing, therefore he showed up without the proper equipment and now we have to schedule another appointment making it a 5 day job. My bathroom vanity was damaged and [redacted] from Empire told me that was my problem to fix myself. And yet Empire is.trying to charge the installer for.aomething they washed their hands of.
Final Business Response /* (4000, 14, 2015/07/30) */
We have been in contact with the customer, and the repairs have been completed. We appreciate the customer's feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. The customer’s carpet order was found to have a manufacturing defect in the material. As such, we have offered full replacement under the manufacturer’s warranty. The customer has requested a refund, rather than...

replacement. While the manufacturer does not provide such an option in their warranty, for customer satisfaction and goodwill, we have offered a partial refund and allowing the customer to keep the installed carpet “as is”. We are aware of no defects with the laminate flooring, and the laminate is not involved with the warranty claim.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, refunded their credit card, and charged the balance to their financing account as requested. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their concerns. 3rd party inspection found no install or manufacturing defects. The local office has reached out to the customer to provide a copy of the inspectors report.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but I will close the case.  On the day of installation, here is what I sent to Megan, the area manager.  I spoke to Alexis on Tuesday this week.  She told me that if I called her at 7:00 this morning, which is when she got to work, that she would make sure to get a crew out the door and coming to us first thing this morning.  I informed her that we were ONCE AGAIN having to pay a mover to move the fish tank.  I called Alexis at 7:05 this morning.  She did not answer, and she did not return my call.  I also did not receive a call yesterday (the day prior to install) as you said I would.  I finally received a call at 8:40 this morning informing me that "the installers are on their way, and will be there shortly".  The max time was said to be 1-2 hours.  It is now 2 hours and 15 minutes after that initial phone call.  The installers just called and said they would be here in an hour.  When my husband asked them where they were currently located, they said "Grand Prairie".  We informed them that is only 20 minutes from our house, but they still said they couldn't be here any sooner than an hour.  So, now we are looking at 12:00 arrival time.  Meanwhile I have movers on standby which is costing me $.  This is completely unacceptable.  I can't help but think that this delay is just a malicious act on the part of Empire today.  I truly believe that there was no intention to have the installers show up during the requested time frame.  This is unacceptable.Post install note: The crew finally finished the install at 7:45 pm.  Meaning, I had to pay movers on standby the whole time.  The installers were here for 8 hours.  In that time they managed to cut our surround sound speaker wires multiple times.  Luckily my husband caught them trying to tape it up and required they go to [redacted] to replace the wires.  I will continue to take any opportunity to encourage anyone I can NOT to use Empire.
Sincerely,
Laura [redacted]

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and we will have another contractor provide a comparison estimate. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

The installation has been completed to the home owners satisfaction. We consider this matter resolved.

The local office has reached out to the customer and offered an accommodation for the damages. If there are additional damages we welcome the customer to provide supporting pictures and quotes for repair. The carpet was previously replaced as a courtesy with an upgraded material.

Complaint: [redacted]
I am rejecting this response because:I am not wasting my time with your company anymore, American Express has a dispute with you as well. And if needed I will be seeing whomever it concerns in court.
Sincerely,
Angela [redacted]

We appreciate the customer contacting us with their concerns.
 
The local office has been in contact with the customer and has scheduled to review the installed product for claims under warranty. We appreciate the customer’s patience regarding this matter.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have an appointment on June 23, 2016 for a member of management to inspect the installation. We have also agreed to discuss a monetary accommodation once repairs have been completed. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

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

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,
Dawn [redacted]

We appreciate the customer contacting us regarding their concerns. Installation was competed on May 20, 2017. We look forward to working with the customer on future home improvement projects.

We have been attempting to
contact the customer via telephone and email regarding the agreement we sent
her, but the customer has not yet returned our messages. We look forward to
hearing back from the customer and 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 hardwood flooring.  The certified inspection is yet to be scheduled. Once we have results we...

will discuss the findings with the customer.     We have also agreed to review estimates submitted by the customer regarding damages that occurred during installation for possible compensation.   We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
The General Manager has spoken with the customer and as requested, a full refund has been offered to the customer in exchange for a signed agreement, allowing the customer to keep the installed carpet to do with as they...

like.  We apologize for any inconvenience this matter may have caused.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the installation has been completed and an allowance has been applied to the order as agreed. We appreciate the customer’s feedback and consider this matter resolved.

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.
Empire has agreed to damages paid of $737 to be paid within 10 BD to close issue.
Sincerely,
[redacted]