Empire Today, LLC

We appreciate the customer contacting us regarding her concerns.
We have spoken with the customer about the necessary repairs, and we will be
scheduling an inspection to determine what needs to be done. We appreciate the
customer’s feedback and look forward to amicably resolving this matter.

Service was completed on Saturday, October 14th. We thank the customer for their feedback.

The $200.00 refund was processed to the customer’s [redacted] finance account ending [redacted] on May 26, 2017.

We appreciate the customer
contacting us regarding his concerns. We regret the delay in completing the
repairs and any inconvenience that occurred as a result. We have been in
contact with the customer, and the repairs are scheduled to be completed on
December 21, 2015. We appreciate the...

customer’s feedback and look forward to
amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because:The Business has advised that the many scratches and chips in the floor since it’s installation less than 3 months ago is “not covered under warranty” . They also advised in writing to the Revdex.com  that the warranty doesn’t cover “post installation” which seems useless since why would a floor be covered before it’s installed. Based on this the company misrepresented that these floors were covered under warranty which is clearly a big misrepresentation (lie). Consumers would not get floors installed by this company if they were aware that post installation any scratch or chips from shoes or normal wear and tear from living in a house where you walk on floors!  Additionally, Empire also advised that the “significant discount” they are willing to give me (after many back and forth calls and complaints including a Revdex.com and Rip off Report complaint) will still cost me $1900! It’s a huge misrepresentation to claim a floor is covered when someone hires them and then request almost two thousand for fixing the cheap wood. These floors cracked and chipped within WEEKS whereas my [redacted] floors I had before Empires floors never chipped. Clearly [redacted] is better quality which actually says a lot. The company also tried to claim that since I had “toys” in the room my infant daughter must have done it. Basically stating that I you have a child DO NOT buy their floors since they are the most non-durable floors ever. Based on these facts, it appears the Business completely misrepresents their warranty and tries to get more money from customers who hire them by installing cheap products that will then cause customers to rehire them to fix them which will cost additional THOUSANDS. The only business response that will suffice is fixing these floors that were JUST INSTALLED for free and actually having a warranty. I do think however that long term the floors will likely chip again since they are the lowest quality materials I have ever seen (and two contractors have confirmed that came to the house and took pictures to show other clients on why NOT to use Empire).
Christie

We appreciate the customer
contacting us regarding her concerns. We regret any confusion or
miscommunication that occurred regarding the order. Per the customer’s request,
the orders have been cancelled and refund issued. We have spoken with the
customer and offered to work with her to complete...

the installation, and she
will contact us if she chooses to reinstate the order. We appreciate the
customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.The local office has scheduled replacement for December 1st. We have also offered the customer a discount. We apologize for any inconvenience this matter caused.We thank the customer for their feedback.

Complaint: [redacted]
I am rejecting this response because:since it has been almost 60 days since the installation and Empire was not returning our calls, we hired another contractor to fix Empire's mistake. If Empire would like to resolve the complaint, they should pay the invoice from another company to fix their mistake-which they would not call us back or fix it in a reasonable amount of time (over 50 days and counting).
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on July 29, 2016. 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 find that this resolution is satisfactory to me.
Sincerely,
Natalie [redacted]

We regret the missed appointment and any inconvenience that occurred as a result. We have spoken with the customer, and the service is scheduled for January 25, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because: The installers were able to trim and rehang the doors and did show up this time. However, due to a problem with the original installation, the tracks for the sliding doors were not able to be reinstalled. I was advised that I would be receiving a call from [redacted] today or tomorrow regarding this issue and final resolution.
Sincerely,
O [redacted]

Initial Business Response /* (1000, 5, 2015/10/02) */
We appreciate the customer contacting us regarding his concerns. We have been attempting to contact the customer via telephone to offer a replacement at a discounted cost, but we have not yet been able to speak with him. We look forward to...

hearing back from the customer and amicably resolving this matter.

The local office has attempted to reach the customer by telephone and email without reply. We would like to schedule an inspection of at the customer’s earliest convenience and review pictures of the damage claim.

Complaint: [redacted]
I am rejecting this response because:The job was complete finally but the manager on duty never called me back after a rude conversation with Emily 4/26/18. It...

was a simple request and it was disregarded. I had to wait 2 weeks to finish the second part of the project, I had to remain home another day. I asked for compensation of $200. No one ever apologized. We were ignored when called with the exception of Krystel (sp?) who was always very helpful but apparently worked just the phones and not part of Dallas office. We would appreciate the courtesy of a call back in April from a manager and not always having to pursue as the customer. We are satisfied with the installers who were excellent. However, because we never received the requested call from a manager after speaking with Emily, we will leave this as a completed project but not satisfied.
Sincerely,
Ron & Luanne [redacted]

We appreciate the customer contacting us regarding their concerns. Service was completed on April 7th. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer and scheduled an internal inspection for Tuesday, August 8th.

We appreciate the customer contacting us regarding his concerns. The repairs were completed on January 19, 2016, and we also offered a partial refund for customer satisfaction. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
We reviewed the customer’s concerns and believe them to be site related damage; such damage is not covered by warranty. The customer disagrees with our assessment, as such we have requested a 3rd party, independent...

inspection of the installed flooring.

We appreciate the customer contacting us regarding his concerns. The customer selected a new style, and we agreed upon a replacement at a discounted cost, with a signed agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter.