Empire Today, LLC

We appreciate the customer contacting us regarding her concerns
We have spoken with the customer and advised that we will have an inspection
conducted by an independent, third party inspection companyOnce the
inspection report is complete and submitted to us, 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 concerns.We installed flooring for the customer in January 2005.The local office inspected and found severe moisture damage and possibly mold growingThe moisture may have also damaged the subfloor. All of this is out of the scope of
services we offerWe have recommended that the home be tested for mold and abated if neededWe would be happy to provide a quote for repair if possible, replacement if not, once a clear air certificate has been received post-abatement

Complaint: ***
I am rejecting this response because:Someone called me stating they would like my feedback on the service. There was no message left I spoke to the person who did not really want my feedback by the hasty responses he gave. He did not want to hear how I was dissatisfied, only what I was satisfied about. I told them that installation did not occur on the agreed upon time. As the installer started the job on Wednesday arriving late, came back on Thursday arriving late and was supposed to complete the job on Friday. Instead, after I got off of work early to meet them there, they called min before the scheduled time to tell me they would not make it today for empire had them going out of town hours away to complete another job and therefore mine would have to wait until Sunday. Now I am inconvenienced again on Sunday having to rearrange my schedule not to mention losing time at work. I tried calling Empire Today and was told no one was there in installation to accept my call. I asked the installer to leave behind cut up scraps for the stairs, he agreed and he left a roll of carpet instead. They broke my vacuum using it to pick up the carpet lent. Overall, this was a terrible experience and I will never use or refer Empire Today to anyone. They are so busy taking jobs that they look past true customer satisfaction. No need for a response from this company. Case closed
Sincerely,
*** ***

Empire is the worst company I've ever dealt with We hired Empire to install laminate vinyl on a bathroom floor and remove the old tile and carpeting from the floor The salesman measured the floor, gave us a price quote and took our payment When the installer came out, he didn't want to remove the toilet for fear of flooding He didn't want to remove the tile wall border, because it could compromise the integrity of the room, and he didn't have a tile cutter to remove the tile He put vinyl tile on half of the floor and left the existing tile which left a small drop between the existing tile and new vinyl flooring He also put white wood trim up against the brown bathroom cabinets After several phone calls to complain leaving messages with next to no return calls, I finally had a manager send consultants out to look at the poor work After a week of trying to follow up with the manager and leaving messages I was told that their installers couldn't fix it We were then promised a refund check weeks later and after several follow up phone calls, we were told twice that the check was pulled back We were refunded half the flooring on credit card, but we are still waiting for the remainder of the money to come as a check in the mail It has been month we have been trying to resolve this

Complaint: ***
I am rejecting this response because: They offered me a solution based on lies and honestly a *** poor solutionI have knowledge from someone I know who works in their organization, and the person involved told me exactly what I should have gottenIf it wasnt for my friends suggestion I would have never gone to Empire, I read the terrible reviews prior to giving them my businessAnd when I tried to get a better result, the customer service rep told me she couldn't provide me details about how they came to such a conclusionHow does accompany refuse to give you the details on a business transaction that took place? Luckily I had the details prior and wanted to know why they weren't matching my informationThis furthers my proof that this company is neither transparent nor respectable.Empire's response was most likely based off the fact that they THOUGHT was uninformed and made me a low ball offerPlus the fact that the installer lied and then proceeded to steal what was rightfully mineI have such buyer's remorse.At the time in which I spoke to them, they offered me a resolution, but it didn't align with my wantsI wanted what I paid for and should have gottenNow after having to deal with this sorry excuse for customer service, I have since changed my expectationI want the remaining balance of $credited to the account and I want to wash my hands of anything to do with this company EVER AGAIN!
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,
Robert ***

Complaint: ***
I am rejecting this response because: I haven't heard from business about this matter.
Sincerely,
Patrick ***

We appreciate the customer contacting us regarding their concerns.Service was completed as agreedWe thank the customer for their feedback

We appreciate the customer contacting us regarding his concernsWe have been attempting to reach the customer via telephone to discuss the results of the third party inspection, but we have not yet been able to speak with himWe look forward to hearing back from the customer and reaching an
amicable resolution

We appreciate the customer contacting us regarding their concernsService was completed on Sunday September 10thWe thank the customer for their feedback

Complaint:
***
I am rejecting this response because:Simply giving back my deposit, which was my own money, does not make up for the time and money I lost that day of not workingI am a hairstylistIn the middle of my busy season, I moved around my appointments to accommodate Empire to come out to install my floorsI work hard to be able to provide for my familyThere was no communication from the company, therefore I missed out onmaking $plus that dayIf the company had communicated with me at the beginning of the day to inform me that my original installer had not shown up for Work that day, I could of moved my schedule around to accommodate a different daySimply telling me that my deposit has been refunded and I had cancelled my order, is not fixing the issue at handI received HORRIBLE customer service from EVERYONE I talked to that day, excluding one woman, who was extremely niceI work extremely hard for my customers and I expect, from a big corporation, to do the same with their customersI do not think empire realizes the magnitude of how inappropriate the employees actually treated meI have worked hard to rebuild my credit and to be approved for new flooring was a big deal for meThis is unacceptable and empire needs to hold their employees accountable for the inappropriate behavior that they have displayedI have told every person of my experience that I have come in contact with and your company will not be used by them in the futureThis whole situation was handled poorly and it still is being handled poorly.
Sincerely,
Jennifer ***

We appreciate the customer contacting us regarding their concernsWe have agreed to a monetary accommodation which was processed on April 30, We appreciate the customer’s feedback and consider this matter resolved

Complaint: ***
I am rejecting this response because: I am still waiting to hear back from the company regarding
a refund/compensationIt took this company over months to resolve my issue from the first time I filed a complaintThey hired a company that did not lay the floor correctly, which I provided pictures ofAn inspector also came out to look at the floor to determine what needed to be doneWhile my floor has finally been repaired it took months of back and forth not to mention the scheduled appointments that were cancelled on the day ofCompanies showing up with the incorrect flooring and one trying to convince me to just replace itCompensation, is needed in this caseAnd with all things considered I believe 50% of the entire order is fairIdeally I would like a full refund, but I am sure they would fight me tooth and nail for another monthsI just want this whole ordeal to be over with.
Sincerely,
Lisana ***

We have offered to reinstall the carpet in multiple ways to minimize impact of seam but customer has declined all optionsFor customer satisfaction and goodwill, we have agreed to a partial refund

Initial Business Response /* (1000, 10, 2015/07/07) */
We appreciate the customer contacting us regarding his concernsThe service was completed at no cost, as a customer courtesy, on July 6, We appreciate the customer's feedback and hope to assist him with future home improvement projects

We would be happy to schedule inspection at the customer's earliest convenienceAs this was installed in December 2015, we are pulling the contract documents from storage

Complaint: ***
I am rejecting this response because: no one ever addressed the fact
that because the work was not done right in the 1st place I was inconvenienced with my daughter not having a bedroom which was a huge inconvenience for the whole house being all of her things were all over the houseEmpire should have done the work right the 1st time I think Empire should at least give me a discount for the inconvenience and hassle this was
Sincerely,
*** ***

The local office spoke with the customer and offered a discount, or to review estimates for another contractor to address the transitionsThe customer requested to discuss further with the local office and messages have been left

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace under warrantyThe customer accepted this offer, and the replacement will be scheduled at her convenienceWe appreciate the customer’s feedback and look forward to amicably
resolving this matter

We appreciate the customer contacting us regarding their concernsService and installation is scheduled for October 29thWe thank you for your feedback