Empire Today, LLC

We appreciate the customer contacting us regarding their concernsThe damage from the appliance malfunctioning causing water damage to the flooring is not covered by warrantyThe customer may wish to consider a home insurance claim if the damage is extensiveWe would be happy to provide a quote
for replacement

We appreciate the customer contacting us regarding her concernsWe have left the customer a message advising that the refund has been processed and that she will receive the refund check in the mailWe 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, provided a discount off the order for customer satisfaction and goodwill and completed the installation on June 11, We appreciate the customer’s feedback and consider this matter resolved

Complaint: ***
I am rejecting this response because: Two main reasons I was guaranteed by the salesman *** that there would be no issues with me going forward and ordering the asbestos testing and that my money would be refunded I said to *** what if they do not complete the installation again and his response to me was "do not worry about it they will install the floor, I do not know why the first installer was worried about asbestos" My other reason for rejecting is that the first installer cut my carpet in the middle of the living room I have tried reaching *** who left me a voicemail asking for pictures but have never received a return phone call The most previous time I tried the extension the voice recorder says the number no longer exists
Sincerely,
*** ***

Service was completed as agreed yesterday, September 1stWe appreciate the customer’s feedback regarding their order

We appreciate the customer contacting us regarding their concernsThe Office of the President has contacted the customer and has tentatively scheduled warranty service for the last week of January

Thank you for contacting us regarding your concerns. The local office spoke with the customer regarding the issuesThe customer has not yet has a professional cleaning of the carpet as required by the manufacturer to file a claim under warrantyWe have recommend that the customer have the
carpet cleaned as soon as possible

Complaint: ***
I am rejecting this response because:I spoke
with Susan *** (Empire customer service manager, Seattle area) on 12/28/and we reconstructed the entire timeline of events from scheduled install in late June until current day Empire was missing some key information in their notes that was negatively impacting their assessment of "more than fair." I am hopeful we are closer to a fair resolution, and am expecting a phone call on 1/2/with an updated offer of compensation I value the Revdex.com's role in maintaining accountability in communication between myself and Empire and request this complaint remain open until a resolution agreeable to both parties is reached
Sincerely,
Colleen ***

We appreciate the customer contacting us regarding their concernsService was completed as agreedThe hallway was not contract for and would require a separate order to completeWe would be happy to do so at the customer’s earliest convenienceThe local office emailed a copy of the contract to
the customer as requested

Complaint: *** The carpet was installed in September My first complaint was in September Thresholds were coming loose, carpet was pulling away from threshold areasStaples were coming up everywhereThey temporarily fixed things and I still had the same existing problemsIn May (less then a year later) the carpet was bunching up in different areasThey came, stretched an area, I was informed that house needed to be emptySpoke with a rep who notated that I had to go out of town to care for my ill Mother, and could not give an exact time I would returnShe said she would notate that and that there would be no charge for this serviceI did schedule a restretch and cancelled that appt weeks prior with someone named ***This is exactly what I'm talking about concerning this companyYou call, they say they are rotating things and it never happensOn the day that was originally scheduled I had the carpet men call to say they were on their way, I explained I cancelled that apptAfter that customer service called to ask how the service wentNo one notated that I cancelled this service weeks priorWhy would I pay over $when I found a professional for a fourth of that charge?? Fair price, I definitely think notThis company not only does not stand behind their work, they also have problems with the customer service department notating anything
I am rejecting this response because:
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsService was completed on January 13th at no cost to the customerWe thank the customer for their feedback

We appreciate the customer contacting us regarding their concernsWe have spoken to the customerWe have placed an order to obtain the materials that needed to complete installation for the customerOnce materials, which are on back order, have been received we will schedule the service to be
completed at the customer’s convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding her concernsWe regret the delay in completing the repairs and any inconvenience that occurred as a resultThe repairs have now been completedWe appreciate the customer's feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsService was completed on September 30, We thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns.We delivered the scrap vinyl flooring as requested by the customerWe thank the customer for their feedback on their experience

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

We appreciate the customer contacting us regarding their concernsThe customer has expressed her disappointment in the product and requested replacement with another style of flooringLocal management reviewed, and agreed to replace with a current style laminate floor at no cost to the customer in
exchange for a signed Accommodation AgreementThe local office has dropped off flooring samples for the customer’s review and we waiting on her re-selection

Initial Business Response /* (1000, 5, 2015/09/29) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered a replacementThe customer has accepted this offer, and the service is scheduled for October 3, We appreciate the customer's
feedback and look forward to amicably resolving this matter

We have reached out to the customer and left a message to schedule the necessary repairsWe look forward to hearing back from the customer and amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe customer was previously offered a 10% discount for the delays, but refusedThe local general manager has left messages for the customer to discuss further