Empire Today, LLC

Complaint: [redacted] I am rejecting this response because:when the person came out and just did a moisture reading it was only You say your limit is so I would not call that excessive by any stretch of the imaginationYour tiles should have stuck when they were glued downTake responsibility for your sub contracted installation people and treat your customers better than you have treated meAt the rate you people keep blaming me we will never reach an agreement Sincerely, Deborah [redacted]

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] ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and issued an accommodation to the customerWe appreciate the customer’s feedback and consider this matter resolved

I hired Empire to install Vinyl laminate flooring in our bathroom They processed our money the same day Ironically, taking your money is the only thing that Empire is able to do quickly and correctly The installer came out and only did half of the bathroom floor leaving the other half with the original tile that came with the house He left a small drop in the floor with the tile being higher than the vinyl flooring he installed After weeks of complaining, being put on hold and told no manager was available, customer service people who are unable to make sense of the notes from the computer and having consultants re-look at the floor, I was told by an Empire manager that they couldn't fix it and we would be sent a refund check in the mail After more phone calls, no refund check was ever sent out The only money refunded was part of the flooring fee through the credit card after filing a complaint through the credit card company I then sent a certified, sign for receipt letter to the Atlanta and Illinois (headquarters) offices The Atlanta one came back undeliverable The Illinois later was received I then got a call from a customer service manager who said a manager would come out (another consultant) to look at the floor and that although a manager told me we could have a refund, that was not how the company policy works Then they sent another installer out, so we demanded a "manager" to do the consultation as we were promised The manager then came out who later said Empire would fix the floor However, he said there would be a minimal fee for labor and that he would work with us regarding the additional cost I told him we were unwilling to give Empire more money He told me he would get back to me this week I emailed and left him a voicemail message I have yet to hear back from him I am now filing through magistrate court to see if we can get our money back I guess Empire would rather pay the cost to send a lawyer to court than to give us our money back

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered to discount the open balance with a signed agreementThe customer accepted this offer, returned the agreement, and made the remaining payment as agreed We thank the customer for their feedback and understand this matter is resolved

We appreciate the customer contacting us regarding their concernsThe local office has offered to inspect and schedule service at the customer’s convenienceThe customer has declined all service optionsThe local office has left a telephone message to discuss alternative options for resolution We look forward to speaking to the customer

I am experiencing the worst ground hog day of service in my entire life I hired empire to install flooring On day they showed up hours late For the 2nd appointment they said they would show up weeks later They eventually showed up hours late Now we are on the 3rd appointment I was told that I would receive a call between 7:am and 9:amI actually received the call at 10:am, telling me the installer did not come in They stated that I would receive call back It is now 3:pm, and no call I paid them $6,for this shoddy treatment I would not recommend this company for anything I am a disabled veteran If I provided this type of service (not showing up) when called upon to defend this Country, where would we be?

We appreciate the customer contacting us regarding their concernsThe refund was processed on April 30, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concerns.The damages to the installed carpet were found to be site relatedFor customer satisfaction and goodwill, we have offered to replace the carpet at a discounted cost to the customer

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and recommended that he contact a professional cleaning company, and we will reimburse him for the costWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and come to terms on a monetary accommodationWe will also schedule the service to be conducted after August 5, per customer request We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding his concernsThe installation was completed on November 11, We have spoken with the customer, and we are waiting for the carpet for the stairs to be boundWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and do not find it completely satisfactory but understand there is little more that can be doneThe company did offer a small discount on the agreed upon services but the lack of respect to me as a customer I feel is still unacceptableI am not expecting any other type of resolution from them as all services have been completed at this time but the company needs to know that I am far from pleased on how my wife and I were treated on the many phone calls we exchanged in order to resolve the issue multiple timesAlso it is completely unacceptable to cancel appointments the morning of and then fail to make the next appointment that was agreed uponThere seems to be no accountability in this company Sincerely, David [redacted]

We appreciate the customer contacting us regarding their concernsThe local office spoke with the customer and the customer advised their TV was damagedPictures of the damage were requested along with a quote for repair/replacementWe are currently waiting for the requested pictures and quote

Complaint: [redacted] I am rejecting this response because: Empire did not inform me of the warranty parameters at time of my initial complaint. I would have never waited to get it cleaned if I had the facts. Instead I was treated with disrespect; they claim they were helping me and twice did not even show up for scheduled appointments! My husband and I both left work to meet them and never even received a phone call as to why they weren't coming. I spent almost $4,000 on the carpet and was never told there was any time frame on the warranty, that fact never came out until much much later. I had to have made at least 30 calls to Empire over this. I had people lying to me throughout, even pretending like they were supervisors and they were not. Please read the total complaint, it tells the truth on how poorly I have been treated by Empire. They offered me a deal in which I would pay almost another $2000 to replace a carpet that did not even last 1 year. Sincerely, [redacted] -***

We thank the customer for their feedbackThe local office has contacted the customer and inspection is scheduled for July 25th

We appreciate the customer contacting us regarding her concerns Both products have been installed and we’ve processed a discount for the delayWe appreciate the customers patience regarding this matter

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 will be selecting a new style on January 28, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this... matter.

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the accommodation we offered has been processedWe appreciate the customer’s feedback and consider this matter resolved

Inspection determined that the damages were post-installation and as such not covered by warrantyWe provided a fair and reasonable offer to resolve this matterWe are hopeful the customer will reconsider