Empire Today, LLC

The customer’s carpet was installed in April We were contacted nearly five years later regarding the customer’s concerns We contracted for an independent inspection of the carpet at no cost the customerThe inspector found no defects with the productAll issues were found to be due
to poor maintenance

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and scheduled the repairs for February 4, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe local office has contacted the customer and is ready to move forward with service at the customer’s earliest convenience

The local office spoke with the customer and has scheduled a sales associate to meet with the customer on May 10thWe will give the customer a very fair and reasonable price for new carpet as the manufacturer declined the warranty claim due to lack of maintenance

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and they are seeking quotes from external contractors to conduct repairs on the damaged base boardsThe customer has agreed to submit the quotes to Empire for review. We appreciate the customer’s
feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe local office discussed with the customer and was able to reach an amicable resolutionWe thank the customer for their feedback

Service was completed on May 4, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsThe local office spoke to the customer on May 11th and offered to schedule the service for the bathroom moldingThe customer will review their schedule can call back to set a date

We appreciate the customer contacting us regarding their concernsThe local office has contacted the customer and schedule service for Monday, January 15th

Complaint: ***
I am rejecting this response because:I have not
received a resolution The laminate floor was installed when the sales agent came to my housewe spoke to her about the transition and how we wanted the carpet installed and she agreed that this could be done and even noted it on our contractThe installers didn't follow directions and didn't complete the install the way I asked, what I paid for I was then given the run around until someone finally came out and told me it couldn't be done that way and suggested the transition strip I agreed to the transition strip not knowing that it would cause a horrible squeak on the floor every time I walked on it There answer to the squeak is to put baby powder on itThat didn't work so they are telling me I'm out of luck and that this is the problem of the people who installed the laminate I had no squeak on the laminate until they installed the carpet
Sincerely,
*** ***

Complaint: ***
I am rejecting this response becauseThe information that came from the conversation was the same that was promised almost two monthes ago They said that appointment would be set up for someone to come by and veiw the work in question So we are waiting to see if they follow up with this step this time.
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concerns. We apologize for any inconvenience in processing the paymentInstallation of the carpet order is scheduled for today, October 17, We thank the customer for taking the time to provide feedback on their order

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and the repairs are scheduled for February 19, We have also offered a partial discount for customer satisfactionWe appreciate the customer’s feedback and look forward to amicably resolving this
matter

Complaint: ***
I am rejecting this response because: They did come and finish the bathroom but the shoe marks they claim is part of the floor and they said they were nothing they can do about the glue seeping through the floor
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and all services were completedWe appreciate the customer’s feedback and consider this matter resolved

Initial Business Response /* (1000, 5, 2015/08/24) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and we regret that the installation was not completed as scheduled and any inconvenience that occurred as a resultPer the customer's request,
the order has been cancelledWe appreciate the customer's feedback

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the service was completed on June 27, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsThe agreed upon refund was issued; we thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled the orderThe deposit payment was issued to the same credit card as used for paymentWe hope to work with the customer on future home improvement projects

We appreciate the customer contacting us regarding her concerns
We have spoken with the customer and offered a partial refund with a signed
agreementOnce we received the signed agreement, the credit will be processed
back to her financing accountThe customer accepted this offer, and
the
repairs are scheduled to be completed on December 18, We appreciate the
customer’s feedback and look forward to amicably resolving this matter