Empire Today, LLC

We appreciate the customer contacting us regarding their concerns. Carpet was installed in February 2016 and we provide a one (1) year labor warranty on all installations. The customer contacted us in July 2017 regarding service to the carpet. We advised there is a fee for out of warranty services....

The customer refused to allow service even after we reduced the cost to the customer. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled site inspection for May 16, 2018. We will review the inspection and take the next measures based on the results of the inspection findings. We appreciate the customer’s feedback and look...

forward to amicably resolving this matter.

The local office spoke with the customer on February 20th and the customer requested to close her request for now as she is expecting and to call back in 6 weeks.

We appreciate the customer contacting us regarding their concerns. We have filed a claim with the manufacturer and will replace the carpet under warranty at no cost to the customer.

We appreciate the customer’s feedback. The local office spoke to the customer and made an offer regarding the damage to the bed.

We appreciate the customer contacting us regarding their concerns.
 
Customer was installed in December 2012 with hardwood flooring. In October 2013 the customer complaint of dents/dings, as well as squeaking in the hallway.
 
3rd party inspection was completed in November 2013. The...

inspector found the dents to be usage/site related and not covered by warranty. The inspector also found an irregular fastening pattern in the family room/hallway. Repairs were offered to correct the fastener issue, but the customer did not follow-up despite the market attempting to reach them several times by phone and mailing a letter. Customer contacted the market in May 2014, and again did not follow-up.
 
The customer has now contacted us again at the end of June this year. The local office has internally inspected the installed flooring for needed repairs and is determining next steps as the floor is well out of labor warranty at this time.

We have spoken with the customer, and we regret that the installation of the transitions was not completed as scheduled. We offered the customer the option of reimbursement if he would like to have the work done, completing the work any time next week, or reviewing any reasonable settlement that he would like. The customer advised that he would consider the options and get back to us. We look forward to hearing back from the customer and amicably resolving this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the business has indicated they will reimburse. I am waiting for the reimbursement.  I will advise when it is received.
Sincerely,
Patricia May-[redacted]

We appreciate the customer contacting us regarding their concerns.  Service was completed on November 11th. We also discounted the order for customer satisfaction and goodwill. We thank the customer for their feedback regarding their order.

We appreciate the customer contacting us regarding their concerns. The local office contacted the customer and it was agreed to have an independent inspection of the installed carpet. The inspection request has been submitted.

We appreciate the customer contacting us regarding their concerns. Service was completed on Wednesday, October 18th. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. As the customer stated, the flooring was installed in July 2016. The one (1) year labor warranty as lapsed. Such issue would be immediately apparent and not take over a year to be noticed. We recommend the customer contact their...

insurance carrier to place a claim as needed.

We appreciate the customer contacting us regarding their concerns.
 
Services were completed on July 14th. We apologize for any inconvenience the delay caused.

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,
James [redacted]

We appreciate the customer contacting us regarding their concerns. We’ve spoken with the customer and reviewed pictures that were sent it. The issue does not appear to be a seam, but rather a stain on the carpet. We have recommended a professional cleaning per the manufacturer’s warranty guidelines.

We appreciate the customer contacting us regarding their concerns.Service was completed on November 19th. We apologize for any inconvenience this matter caused.We thank the customer for their feedback.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Eric [redacted]

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and all repairs have been completed to the laminate flooring.  The tiles to repair the fireplace have yet to be located to make the necessary repairs.  Empire is in conversations with the...

customer on how to progress with the resolution of the fireplace damage.  The flex molding requested to be installed around the fireplace cannot be addressed until the fireplace situation is resolved to the customer's satisfaction.

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,
[redacted]  after 1 month Empire finally came and finished the job.

We appreciate the customer contacting us regarding their concerns. The local office has spoken with the customer and come to an agreement to resolve the issues.