Empire Today, LLC

Initial Business Response /* (1000, 5, 2015/07/29) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to restretch the carpet at no charge as a customer courtesyThe customer accepted this offer, and the service is scheduled to be
completed on August 3, We appreciate the customer's feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe local general manager spoke with the customer and his girlfriend and was able to resolve amicablyService is scheduled for mid-January

Complaint: ***
I am rejecting this response because: Installation Manager was expected to arrive between 2-3pm, but called at 2:35pm to reschedule appointment due to his "tight schedule"Next attempted appointment Monday November
Sincerely,
Laureen ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and have agreed to review estimates submitted by the customer. Customer indicates the estimates will be submitted by 5/28/We appreciate the customer’s feedback and consider this matter resolved

Complaint: ***
I am rejecting this response because:Replacing the whole floor with the same LVP product is not an adequate solution as this product has not been satisfactory in any location that it was installed in the entire home given all issues documented. We have already discussed with Empire that their most costly laminate flooring is not an option for us because it likely will not stand up to our dogs and Empire has stated that they agree it will scuff and scratch from their feet and cannot warranty against this very important fact that was a deciding factor in choosing the LVP as it was originally sold to us as that solution. We have not seen this Agreement that they would have us sign in exchange for installing the laminateThis new flooring would need to be covered under the same year warranty that they provided for the initial install of the flooring, sunlight NOT being a factor in the original purchase/sale especially given our primary problem area is this floor has been installed in a sun room without any disclosure or notification that it would not be adequate or it would not have been installed in the entire home in the first place. We are adding window shades that will block some sunlight from hitting the floor directlyThe statement that “no hard surface product is warrantied against direct sun light” is an entirely statementAll wood and tile flooring has no stipulations on direct sunlight exposurePergoXP, a Laminate product, actually lists that the warranty covers fading due to sun and doesn’t exclude damage due to direct sun exposure.(https://***The issue is not whether or not the LVP that was installed is warranted for direct sunlight exposureThe issue is that we were not notified at any point or in any of the warranties or documents that empire provided that exposure to direct sunlight would affect the floor in any wayIt was actually after numerous warranty “repairs” before any mention of sunlight as a possible cause was addressed - originally we were told that it was installed too tight among the other install issues documented. That said we would accept a full flooring replacement of an American made LVP that is Phaylate free (Armstrong) and would carry the same full year new warranty OR a refund of all monies paid in relation to the LVP and install of the LVP so we can apply those funds to a product that will be adequate for our needs in our home as that is not what we have been sold at this time.
Sincerely,
*** *** ***

We appreciate the customer contacting us regarding their concernsThe local office has spoken with the customer and amicably resolved the matterWe thank the customer for their feedback

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and all services were completed on April 20, We appreciate the customer’s feedback and consider this matter resolved

The local spoke with the customer and has come to a resolution to discount the order in exchange for a signed agreementWe thank the customer for their feedback regarding their experience

For customer satisfaction and goodwill, we are offering the customer
a partial refund We have reached out to the customer and left a message
to discuss this offerWe look forward to hearing back from the customer and
amicably resolving this matter

The local general manager has left several messages for the customer to discuss their concernsWe apologize for the delays in installation and thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns.We serviced the installed blinds under warranty at no cost to the customer on Monday, March 27, The faux wood blinds the customer ordered are not “blackout shades” and are not sold as suchThe customer received the correct
product per the purchase order contract

We appreciate the customer contacting us with feedback on their experience.Installation was rescheduled for March 11th & 12th and is now completeWe have also processed the agreed upon discount to the customer’s credit cardWe regret any inconvenience this matter caused

We appreciate the customer contacting us regarding their concernsThe local office discussed the customer’s concernsThe customer initially had contracted for laminate flooring, however pre-existing subfloor issues preclude that installation without subfloor repairThe repairs needed are beyond
the scope of the services we offer, and the customer would need to have their own contractor addressThe customer elected not to have subfloor repairs completed and changed the order to carpetWe installed the carpet as agreed

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and have agreed to have a certified inspection conducted of the installed flooringWe 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 scheduled an inspection for January 26, After we review the results of the inspection, we will follow up with the customer to discuss possible solutionsWe appreciate the customer’s feedback
and look forward to amicably resolving this matter

We appreciate the customer contacted us regarding their concerns. As the customer requested, we have canceled the order and issued a full refund to the customer’s *** on fileThe refund was processed on September 22, 2016. We look forward to working with the customer on future
home improvement projects

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled a site inspection for May 25, We appreciate the customer’s feedback and look forward to amicably resolving this matter

No one will return my phone
calls and are not standing behind the promises their sales rep made at time of saleThe carpet is no also developing buldges underneathCompany is also not addressing damage done to personal property, burn mark on wall and picture during installation from lights.
Complaint: ***
I am rejecting this response because:company is not standing behind the promises made on their behalf by the sales rep: product will be better than what we had and that there is a percent satisfaction guarantee; neither of which are trueThe sale was made under fraudulent claimsAlso, product is now showing issues with large, hard buldges underneath the carpetAlso, company has not addressed damage to personal property during installation, burn mark on wall and hanging picture from lights installers hungThe company is not working with me, because no one will call me backWe have made multiple attempts to contact and work with themIt is apparent they do not stand behind promises made, they will lie to make a sale.
Sincerely,
Ashley ***

Service was completed on May 1, We appreciate the customer’s feedback and consider this matter resolved

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,
*** ***