Empire Today, LLC

We appreciate the customer contacting us regarding her concernsWe regret that the installation was not completed as scheduled, and we are offering a partial refund for the inconvenienceWe conducted an inspection on October 26, and determined that there are not any issues with the
installation, and the majority of the job has been completedAs such, we cannot remove the floor, and we are offering to complete the installation as contractedWe appreciate the customer's feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have made multiple attempts to contact the customer to discuss their concerns, but have not received any returned callsBased on the customer request we would be willing to ascertain the replacement of their laminate floor at a
cost to the customer for the significant upgrade to a superior and more expensive materialOnce we have been in contact with the customer will extend the offer We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have contacted the customer and informed them we are not able to complete the contract as written at this time. The customer has agreed to wait and have the contract fulfilled at a later dateWe 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 ***, and find that this resolution is satisfactory to me
Sincerely,
Rose ***

We have left a customer a message to advise that the refund was processed in two partsThe initial refund was
processed on March 7, 2016, and the remaining amount was processed on March 10, It can take three to five business days for the refund to reflect back on the credit cardWe regret any confusion that resultedWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and advised that we will have an inspection conducted by an independent, third party inspection companyOnce we receive the inspection report, we will follow up with the customer to discuss the results
and possible solutionsWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe recently contracted for an independent inspection of the installed floorNo manufacturing or installation issues were foundMoisture issues have affected the installed flooring, causing it to “cup.” Such damage is not covered by
warranty

The local office spoke to the customer on November 18th and agreed to a discount to settle the claimFurther, we will replace the carpet & tack stripThe customer has scheduled service for December 1stWe thank the customer for their feedback

We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer about this matterThe customer's insurance company paid for the floor to be replaced due to a flood wholly unrelated to the flooring installation we completedWe have shown the customer
samples for replacement, but she was not interested in placing a post-insurance order with usWe are unable to honor the customer's request for a refund based on the unrelated insurance claimWe appreciate the customer's feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Customer decided to forego the baseboard installation, so service was cancelled per their request

We appreciate the customer contacting us regarding their concerns.The local office has contacted the customer and scheduled service for Saturday, February 11,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jon ***

The installer arrived as agreed and discovered the customer had removed the subfloor to the substrateReplacing substrate is out of the scope of the contract and the customer will have her own contractor address and re-schedule service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Karen *** ***

We appreciate the customer contacting us regarding their concerns The customer’s order was discounted by $due to the rescheduled installInstallation was completed as re-scheduled with the correct style and color of flooring as contracted; no substitutions were madeThe customer
signed off that he was satisfiedWe appreciate the customer’s feedback

The local office spoke with the customer and we will service by gluing down the floor as the customer requestedService is scheduled for September 2, at no additional cost to the customer