Empire Today, LLC

Complaint: [redacted]
I am rejecting this response because: Nobody has contacted me via phone, email or us mail and offered any type refund of any amount. I have not heard anything from Empired at all or since they sent a salesman to my house to get me to agree to some carpet being installed. Again I asked for a refund and as they agreed to replace monies spent to clean carpet. That’s been a year ago that corporate offered to reimburse for expendured .  Nobody has contacted ed me since November from what I remember.  And exact date I’d have to look up. I’m sure they have my contact information. 
Sincerely,
William [redacted]

We appreciate the customer contacting us regarding their concerns.Service was completed as agreed on March 14, 2017.

Complaint: [redacted]
I am rejecting...

this response because: The original install was October 27, 2015, it is now December 16 and the repairs are still not finished. During the first attempt from Empire to repair the mistakes made during the original install, they sent workers when no one was home to let them in. After that failed, we rescheduled the repair work and they sent out the wrong materials for the job. We asked them to repair the trim, transitions, and flooring in the spots that weren't installed correctly. They only sent new quarter round. We then had to call back twice to try and reschedule the repair work. Empire was not helpful or cooperative when we told them what still needed repaired. They sent out an inspector to assess the amount of repairs needed to be done. The inspector told us that there was enough problems with the install that replacing all the flooring would be necessary. After rescheduling the repair work for December 12, 2015 we had hope it would get done. Diana [redacted] was who we rescheduled with but she failed to let the installers know about the work order, so when Saturday December 12th arrived, no one came to our house. We then contacted someone at Empire that same day and they said they forgot to put it on the schedule for the installers to come out. So after many attempts to get this flooring finished we are tired of being lied to by Empire. Every time we call to speak with someone to resolve this issue and get this repair work finished they fail to deliver on their promises. We feel they do not respect our business or care about finishing our flooring at this point. You can see why we are rejecting their response to our complaint. We are very disappointed in the actions of Empire in attempts to finish our flooring. We have only been requesting that they deliver the product we were promised from the beginning. At this point in the process, we would like to have our floor completely replaced or our money refunded.  
Sincerely,
Brandon [redacted]

We appreciate the customer contacted us with their concerns.The local office reached the customer by telephone, but the customer refused to speak to anyone in the office.The Office of the President has left a message for the customer to return their call.

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. No current issues with the floor. After the 3rd install & many personal hours invested, I believe we are done with this experience. 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the repairs were completed on January 5, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.The local office has spoken with the customer and come to a resolution regarding the damage to the wall base. Further, the carpet has been approved for replacement per inspection.

We appreciate the customer contacting us regarding their concerns.
 
The one (1) year labor warranty lapsed on the customer’s carpet in 2013, however for customer satisfaction and goodwill, we have offered to re-stretch at no cost to the customer. The installers arrived as agreed, but were...

unable to perform the service as the carpet is in disrepair. We have requested a 3rd party inspection to determine if there are any manufacturing concerns with the carpet.

We appreciate the customer contacting us regarding their concerns. The customer chose not to move forward with an order with us, and advised they have purchased from another company. We apologize for any inconvenience this matter caused.

We appreciate the customer contacting us regarding their concerns. We have agreed to upgrade the padding for a nominal fee and service is scheduled for June 2, 2017. We thank the customer for their feedback.

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,
David [redacted]

The local office spoke to the customer on March 2nd. The customer’s carpet was installed in 2014; as such it is outside the one (1) year labor warranty. Further, the customer advises they have never had the carpet professionally cleaned. This is needed to keep the manufacturer’s warranty...

active. For customer satisfaction and goodwill, we have agreed to stretch the customer’s carpet one time at no cost. The customer has scheduled for Saturday March 18th.

Complaint: [redacted]
I am rejecting this response because: we had to pay for the repair. They never sent out a supervisor or anyone to...

look at the problem. We paid for the repair because we needed the project finished so that we can close this chapter. The product is one that only they can sell the color. We do not need further action, we will just vote with our money on future work. Thank you Revdex.com for following up
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. The local office has left several messages to schedule inspection of the installed carpet without reply. We look forward to speaking with the customer and scheduling a mutually convenient time to schedule the review.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, cancelled the carpet order and refunded the deposit. We have also refunded their laminate order as requested. We appreciate the customer’s feedback and consider this matter resolved.

We have spoken with the customer and have agreed to have the tile floor cleaned and the grout stained at no cost to the customer.

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,
Daniel [redacted]

We appreciate the customer contacting us regarding their concerns. The local office inspected the damaged flooring. The nicks and scratches are site related, such damage is not covered by warranty.

We appreciate the customer contacting us regarding their concerns. Service was scheduled for Saturday, January 27th. The installers arrived as agreed, but the customer was not home. We would be happy to reschedule service at the customer’s convenience.

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that there are structural issues, which the customer will have a contractor repair.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.