Empire Today, LLC

Unfortunately, the replacement material had a different color tone (dye lot), than what was previously installed We are in the process of ordering additional material with which to complete the repairWe apologize for the inconvenience and will contact the customer as soon as the material
is available

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered a partial refund for the inconvenienceThe customer selected a new product on January 6, 2016, and the installation is scheduled to be completed on January 13, We 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 July 25thWe thank the customer for their feedback

The local office spoke with the customer and the agreed upon refund has been processed

I admitted to one spot
being from my dog urinating and another from there food bowlBoth of which are NOT the spots for which I am requesting the floor to be replacedI specifically told the I Spector about those spots because I wanted to be open and honest with him but again, there are plus other location for which have not received any water/urine damageAlso, when sold the product, the salesman came to our house knowing we had dogs, a kid on the way, wanted the flooring in our kitchen and bathroom, but continued to sell the product anywaysAfter spending the amount of money we did, I would have hoped for better quality flooring or to be recommended a different type that would be suitable in these areasI am concerned for the future IF water were to splash outside of the tub or sink during bath time when are child is here.
Complaint: ***
I am rejecting this response because:
Sincerely,
Heather ***

We appreciate the customer contacting us regarding their concerns The refund was processed as agreed on September 9, The warranty information was also mailed to the customer at that time; for convenience all our warranty information is also on our website We have also
submitted for two (2) referral gift cards for the customerReferral rewards are processed by a 3rd party company and can take up to thirty (30) days to be receivedAgain, we thank the customer for their feedback

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,
Patricia ***

We appreciate the customer contacting us regarding their concernsWe were able to reach an amicable resolution with the customerWe thank the customer for their feedback

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 After months of fighting with low level employees and the installation department, the senior level employees have agreed to make this right by replacing the defective product I'm very happy with this resolution and promised them I would pick a new floor product this weekend
Sincerely,
*** ***

The local office spoke to the customer on Wednesday March 22nd. The manufacturer has approved the customer’s claim for a replacement tubLabor is not included and the customer will need to hire another contractor to install the new tubWe regret we do not offer any such services, and the labor warranty has been lapsed for years

We appreciate the customer contacting us regarding their concernsThe manufacturer requires a professional cleaning of the carpet at least every to monthsWe have suggested the customer have their carpet professionally cleanedWhile the one (1) year labor warranty as lapsed, we have offered
to re-stretch the carpet one time at no cost to the customer as a courtesy

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,
*** ***

Initial Business Response /* (1000, 10, 2015/08/06) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer regarding the damages and asked that he submit estimates that we can review for reimbursementThe customer submitted one estimate and advised
that he was having trouble obtaining additional estimatesWe are currently working with the customer to obtain additional estimates for the cost to repairWe 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 spoken with the customer and we are contracting for an independent inspection of the installed flooring at no cost to the customer

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
PLEASE NOTE: Empire did NOT show up on the 17th as said on their resolution responseEmpire automated call called me on that morning to say they were coming and had the same saying as they always do "As our contractor is on another job before yours, we can not guarantee an arrival time." I waited all day for them to show up and they never showed upThe next day, Tuesday 18th they showed up that morning.They came out and restretched the carpet and beat the nails down on the stairsThanks for fixing what I have been requesting for weeks, but I will not be using Empire again
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsThe local office offered to schedule a different crew to complete the minor trim needed, the customer has refusedThe $requested by the customer seems excessive for the small amount of trim neededWe would be happy to
review actual receipts for material for reimbursement to the customer

We appreciate the customer contacting us regarding her concernsPer the customer’s request, she has been added to the do not contact list, and she will not receive any further calls from usWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Revdex.com:From: *** *** [mailto:***[email protected]] Sent: Sunday, August 06, 8:AM To: Revdex.com Info Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #*** Hi - Herewith my final response on the complaint I lodged through your organizationFirstly let me thankyou for the way you handled the situationYesterday I had all four of my requests from Empire satisfied and I have decided to accept the outcomeI am satisfied that the flooring has been completed and that I have the warranty and the "care for' documentEmpire Today has never apologized for the way they handled the issue and I feel sad that a Major Flooring Company can behave in this manner to one of its customersRevdex.com does a great job and I appreciate thatBest Wishes, *** ***I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***

We appreciate the customer
contacting us regarding her concernsWe regret the delay in completing the
installation, and any inconvenience that occurred as a resultThe installation
has now been completed, and for customer satisfaction and good will, we offered
the customer a partial refundWe
appreciate the customer’s feedback and look
forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsService was unable to be completedAs such, we have refunded the service feeWe thank the customer for their feedback