Empire Today, LLC

We appreciate the customer contacting us regarding their concernsThe customer’s carpet was installed in May 2011; the one (1) year labor warranty has lapsedWhile the carpet is urine and water resistant, it is not water proofThe manufacturer will not accept a warranty claim with such damage
For customer satisfaction and goodwill we have offered to replace the carpet at a discounted cost

We appreciate the customer contacting us regarding their concernsThe customer’s carpet installed in September The manufacturer requires a professionally cleaning every 12-months to continue warranty coverageThe local office spoke with the customer who advised the carpet had never been
professionally cleanedAs such, the manufacturer will not approve any claimsWe recommend the customer have the carpet professionally cleanedThis may help the carpet’s appearance somewhat

The local office has called the telephone number on the Revdex.com complaint, but the phone rings without an option to leave a messageThey have reached out by email to schedule

We appreciate the customer contacting us regarding their concernsThe local office has reached out to the customer to schedule inspection of the installed floor

We appreciate the customer contacting us regarding their concernsThe service was completed on August 4, as agreed and confirmed with the customerWe thank the customer for their feedback

We have been advised that inspection is scheduled for Tuesday, January 9th

We appreciate the customer contacting us regarding their concerns
Additional materials were ordered and the installation was completed on July 6thWe apologize for any inconvenience this matter caused

Complaint:
***
I am rejecting this response because:The seller told me that the product was A) waterproof (not simply water resistant) and B) Had a lifetime warranty I am also rejecting it because the floor was not "submerged for a period of time" but instead had water UNDER it, which indicates that the moisture barrier was not installed correctly In attempting to fix the source of the problem, I discovered that it wasn't glued down correctly I am extremely unhappy with their service
Sincerely,
Spencer ***

We spoke to the customer by telephone and they have agree to repairs, rather than the offered refundWe will be happy to move forward at the customer’s earliest convenience

Complaint: ***
I am rejecting this response because: I have already paid the plumberThe fact that Empire is trying to say they won’t credit me for this since I was already credited before I even had my floors installed is very frustratingInstead of a credit I have asked for my other bathroom floors to be redone to prevent this from happening but Empire is not willing to do that either At this point we are just going in circles and I would like for the Revdex.com to handle this.
Sincerely,
Matielle ***

We thank the customer for their feedback, however the carpet is well out of warranty (installed six years ago.) The local office has left messages for the customer to discuss the cost of the service without a return call

Complaint: ***
I am rejecting this response because:I could only explain the damage as best I could
over the phoneNot only did it take almost a week to hear from someone from Empire, they never even offered to come out and take a look at the damageThe salesman was adamant that the flooring was "scratch resistant" which is obviously in contrast to what has now been pointed out on the contract and per the representative that finally contacted meNot only was the representative rude and had no empathy to our situation, she assumed it was something we did to make a scratch in the floorI understand it was my responsibility to read the contract thoroughly, but it's Empire's responsibility to ensure their sales reps are not misrepresenting them and basically lying to the customer in order to make the sellI'm one customer, so this probably means very little to the company, but I will certainly know who not to call upon for any additional work we may require in the futureWe spent $with Empire and now we feel like they've gotten their money and our concerns really don't matterAdditionally, the rep asked if I had any additional leftover flooring....as if we were given extra material! We are completely not satisfied with the manner in which this has been handled
Sincerely,
Cynthia ***

We appreciate the customer contacting us regarding their concernsThe customer’s carpet was installed in June Per our review, the customer did not maintain the carpet per the manufacturing guidelines for professional cleaningWe have offered to work with the customer on the cost of
replacement

We have been in contact with the customer and advised that we are still waiting on the results of the claim. Once we receive the results, we will follow up with the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

The local office discussed with the customer by telephone and was able to reach an amicable resolution to the matter. We appreciate the customer’s feedback regarding their order.

Complaint: [redacted]
I am rejecting this response because: the floors did get replaced as agreed but due to faulty installation one piece of molding is lifted up and per [redacted] a tech was supposed to been here . No one showed and no response from anyone. Same story as before , problems arise and no Empire Today.... Also there is a $150 refund due to us for carpet cleansing due to empire today installing faulty flooring per our new contract. We haven't seen that either 
Sincerely,
[redacted]

We appreciate the customer contacting us regarding her concerns. We have adjusted the order to reflect the correct product and agreed to a price with the customer. The product is currently on order.  We will contact the customer and schedule the installation at their convenience once the...

product arrives. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.   We have contracted for an independent inspection of the installed products. Further, we have refunded the customer for damage to their doorbell.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed services on July 5, 2017. 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 [redacted], and understand the the company is willing to work with us.  Unfortunately, I cannot say that I am satisfied with the resolution until I meet with the inspector on the 26th, and hear what the company plans to do about the poor quality flooring.
Sincerely,
[redacted]