Empire Today, LLC

The agreed upon refund check was mailed to the customer on June 6, We appreciate the customer’s 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,
*** ***

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,
Kelly ***

Initial Business Response /* (1000, 5, 2015/09/23) */
We appreciate the customer contacting us regarding her concernsWe regret any delay in the cancellation process and any inconvenience that occurred as a resultWe have spoken with the customer and advised that the order has been cancelled, and
the refund of her deposit has been processed back to her credit cardWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's a shame that it took a report to Revdex.com to get Empire Today to actually live up to their own refund policyTheir claim that they have spoken with the complaintant is only because we called them to try to get this resolved, and is utter PR BSThey state that they spoke to the complaintant, and repeatedly referred to "her." Neither of us is female, and if they HAD spoken to us, they would have known that! But at least we got the deposit that should have been refunded to us two weeks agoIt took seconds to be deposited into their account, but weeks for them to refund it to us!

Receipts for cleaning were received on October 20th and have been forwarded for review for claims under warranty

We appreciate the customer contacting us regarding their concernsWe installed carpet in March Every installation has a one (1) year labor warrantyAs this was installed six (6) years ago, the labor warranty lapsed some time agoWe have offered to re-stretch the carpet for the cost of
laborThe service will then carry a one (1) labor warranty with it

The local office has contacted the vendor and will provide an update to the customer as to availability

We appreciate the customer contacting us regarding their concernsWe have attempted to contact the customer, but have been unsuccessfulWe would like to offer replacement of their luxury vinyl plank flooring at a discounted cost to the customerOnce we have spoken to the customer and have agreement, we will schedule the replacement at the customer’s convenienceWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns Service was completed on November 1stWe’ve spoken to the customer and discounted the order for the inconvenience We thank the customer for their feedback on their order

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled for service March 2, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because: I understand the flooring selected was not available however this was back in MayAfter being canceled on different times, the wrong flooring brought the 5th time and a poor installation the 6th time this is more than inconvenienceI guess the 7th time was a charm for this companyI took off days to have a hour job completed and while a partial discount was ok then it's not nowI lost a lot of time off and salary because of thisI even have pictures of the bad install. I will never use or tell anyone to use empire for their flooring needsJust awful service.
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have attempted to contact the customer to schedule the serviceOnce have reached the customer we will schedule the pull back of the carpet to ensure there are no nails remaining, stretch, and tack the carpetWe appreciate the
customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsAs requested, we issued a full refund to the customerWe thank the customer for their feedback

We appreciate the customer contacting us regarding her concerns
We have spoken with the customer and offered a replacementWe met with the
customer on October 29, 2015, and she selected a new styleThe replacement is
scheduled to be completed on November 9, We appreciate the
customer’s
feedback and look forward to amicably resolving this matter

As previously stated, nothing was found to be defective with the product.We have agreed to resolve the damage claim

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and informed that any changes to the *** *** account must be conducted with *** ***. We do not have the ability to make name changes on the customer’s *** *** account. We are
restricted by security rights. The customer must contact *** *** directly to request the desired changes. They may contact *** *** at ***We appreciate the customer’s feedback and look forward to amicably resolving this matterTell us why here

Initial Business Response /* (1000, 5, 2015/07/29) */
We appreciate the customer contacting us regarding her concernsWe regret the delay in the installation and any inconvenience that occurred as a resultWe have spoken with the customer and offered a partial discount, and she accepted this
offerWe appreciate the customer's feedback and look forward to amicably resolving this matter

Initial Business Response /* (1000, 5, 2015/09/04) */
We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer and offered to restretch the carpet at no cost, as a customer courtesyThe customer accepted this offer, and the service is scheduled for
September 8, We appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Installers came to stretch carpet...They said it was previously instaslled wrong...Quiet a few tacking strips were not laid down and some of the carpet was tacked down with roofing nails
I hope it stays..it looks so much better..The buckling was so high I was tripping on it

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,
Debrah ***

We appreciate the customer contacting us regarding their concernsThe local office recently spoke with the customer and apologized for delays in the projectThe office was able to come to an amicable resolution for the customer’s concernsWe thank the customer for their feedback