Initial Business Response /* (1000, 5, 2015/06/17) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and an inspection is scheduled for June 22, Once we have reviewed the inspection results, we will follow up with the customer to discuss
possible solutionsWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/06/09) */
We appreciate the customer contacting us regarding his concernsWe spoke with the customer, and scheduled a new sales appointmentThe customer met with a sales representative and purchased on June 8, We appreciate the customer's feedback
and look forward to completing the installation
Initial Business Response /* (1000, 5, 2015/06/11) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and advised that the issues are locally caused, and thus not covered under warrantyThe customer disagreed with this determination, so we offered
to have an inspection done by an independent, third party inspection companyThe customer declined this offerWe have left the customer messages offering a replacement at a discounted costWe look forward to hearing back from the customer and reaching an amicable resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this resolution from Empire Today
When I was initially told the carpet would not be covered under warranty, the manager told me he might be able to offer me a small discount on another productNo specifics were ever provided to me regarding thisIf this was a proposed solution, it was never discussed with me, other than a casual, "maybe" on the telephone
After filing this complaint with Revdex.com, I was contacted by*** at Empire who left me several voice mail messagesI returned the calls and left voice mail messages in return but was never able to reach***When I returned a call on June 5, 2015, another woman answered and proceeded to relay what I was saying to*** who was apparently sitting in the next office but could not talk to meIt was very frustrating
The other woman said Empire would send a 3rd party out to my houseI asked for what purpose? I had already taken 4-days off work dealing with carpet issues, and so I was asking what this 3rd party person would do differentlyShe said they would look at the carpet, but she didn't have any other information on what would potentially be accomplished by this proposed solutionI asked her to relay to*** to call me directly so I could end the telephone game and get ask questions directlyI have not spoken to*** since
If these are the two 'solutions' that Empire claims to have offered to me, and further claims I declined, that is a statement
These are the facts of my complaint:
The salesman did not disclose any conditional restrictions regarding the first year warranty to us at the time of the sale or otherwise
The salesman ensured us the carpet was of high quality, and appropriate for our home (pets, family etc.)
The carpet installation went poorly, and took multiple attempts to complete because Empire did not send two rolls from the same dye lot the first time, and then did not send enough carpet to fix the problem the second time
The Empire Today carpet installers (the people who know the carpet the best and work the closest with it), refused to install the carpet, telling us it would not last and we would not be happy when it started to run and pullThe Empire Today installers even gave a demo of what was going to happen if we proceeded to have this product installed
Three installations plus the manager review appointment cost me time out of work
It is a matter of reasonable expected performance:
We had Berber carpet in our other home for twelve years, raised two children, had multiple pets, used the same cleaning methods, and never had a single issue with itIt was purchased from Home Depot
We have Berber carpet in the front room of this home for the past 5-years, purchased and installed by Empire carpet, and have never had any issues with it
Within months of limited use, this Empire product has a half a dozen pulls, runs and tears in it, just as the Empire today installers predicted, and with the same variables that have always been present
It does not make logical sense to accept that the issues with this product are caused by not enough vacuuming time or the equipment, and it is unfair and untruthful to say any actions on our behalf invalidated the warranty
It is a reasonable expectation that when thousands of dollars are spent on floor covering, that the product will last for more than months, and if something is awry, that the company would honor their warranty and respect their customers
In summary, the salesman and the Empire Today staff have no interest in the customer, only the sale and payment of their goods (paid for up-front of course)They place no value in customer satisfaction nor customer serviceI feel our request is reasonableWe would like to be refunded for this product and have it removed from our homeWe are well within the warranty period, it is the fair and just solution and I am willing to enter into litigation if necessary
Final Consumer Response /* (3000, 15, 2015/07/14) */
This is not closed/resolvedHow do I re-open this? We have not reached a resolutionThe last response from Empire was that we were playing phone tag; that is not a resolution
Thank you
Final Business Response /* (4000, 17, 2015/07/17) */
We have spoken with the customer, and the replacement is scheduled to be completed on July 21, We appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/06/18) */
We appreciate the *** contacting us regarding his concernsWe regret the delay in completing the installationWe have been attempting to reach the *** to discuss the installation that has not yet been completed, but we have not yet
been able to speak with himWe look forward to hearing back from the *** and amicably resolving this matter
We appreciate the customer contacting us regarding her concernsPer the results of the inspection, we are offering to replace the affected areas at no costWe have left the customer a message with the offer, and the replacement will be scheduled at her convenienceWe look forward to hearing back
from the customer and amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/06/02) */
We appreciate the customer contacting us regarding her concernsWe regret the issues that occurred with the billing and any inconveniences that occurred as a resultWe have spoken with the customer, and she has confirmed that she has received
the refund for the cancelled orderWe appreciate the customer's feedback
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They handled this horriblyThey gave me back the money they stoleThey blamed me for the errorNice
Final Consumer Response /* (2000, 8, 2015/06/03) */
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/08) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and the installation was completed on June 4, We appreciate the customer's feedback and hope to assist her with future home improvement
projects
We appreciate the customer contacting us regarding their concerns.The local office reviewed the installed carpet and found the issues to be site related and not covered by warranty. The customer disagrees with the local offices assessment, and the review has been forwarded to our central...
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.
Attached is one photo of an area of the faulty carpet installation. I have several photos and videos of other areas of carpet.
Sincerely,
[redacted]
"line-height:115%,"sans-serif">We appreciate the customer contacting us
regarding her concernsWe have spoken with the customer and processed a $refund to the customer's credit card on April 12, as well as provided additional sub-floor prep at no cost to the customer at the time of installation. We appreciate the customer's feedback and consider this matter resolved
We appreciate the customer contacting us regarding their concerns.
The damage to the installed floors are caused by the customer’s pets. This type of damage is not covered by warranty.
On July 14th, the local office contacted the customer and offered to work with the customer’s...
cost of replacement by extending employee pricing as a courtesy. We have offered to send samples for review, but the customer advised they are in the process of other home improvements and will not be ready for flooring until the next year.
We look forward to working with the customer on her future flooring project.
Initial Business Response /* (1000, 5, 2015/08/20) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the [redacted] and offered a partial discount for the delay. We will contact the customer as soon as the window treatments arrive to schedule the installation at...
his convenience. The customer accepted this offer. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response from business has been satisfactory. Should the product ordered not arrive or be installed on time, another complaint will be filed. For right now this is satisfactory.
Final Consumer Response /* (3000, 12, 2015/08/31) */
This is my second time filling a complaint for the same issue. Firstly the customer service for this company is horrible, no follow up, no contact, no communication.
Window treatments were finally installed after being delayed however the product received was not what was promised during the ordering stages.
Window treatments for a skylight in a ceiling that is 13-15 feet high. When ordered I was informed that the window treatments would come with a rod that connects to the treatments so they can be opened or closed without the need for a ladder or other equipment. However when installers came to install, I was told that the rod needed to be ordered separately at an additional cost!!! What???? Really??? That is not what I was told when I placed the order.
Now 3 days later I still have not heard back despite placing numerous phone calls. No follow up call despite being promised a call to check on how the install went.
I am so unhappy and disappointed with the service of this company it is truly unbelievable.
Final Business Response /* (4000, 14, 2015/09/04) */
We have been in contact with the customer and advised that the extension rod has been ordered, and it will be sent to her directly at no cost. We appreciate the customer's feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Per inspection, the damage is topical moisture and not covered by warranty. We have offered to replace the floor at a discounted cost.
We appreciate the customer contacting us regarding her concerns. We regret any miscommunication or confusion that occurred regarding the financing. We have spoken with the customer and advised that we contacted the financing company and had the plan adjusted to the 12 month option. It can take up to...
two billing cycles for this change to reflect on the statement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Flooring was installed in March 2012, well outside the one (1) year labor warranty. For customer satisfaction and goodwill, we offered to work with the customer on cost of replacement.
The local office emailed customer regarding the offer to replace the carpet at a greatly discounted rate. Installed in 2014, the customer did not have a professional cleaning that fell with service guidelines. We are unable to place a claim under warranty with the customer. We are hopeful the customer will reconsider our offer.
We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer via telephone to discuss the results of the third party inspection, but we have not yet been able to speak with him. We look forward to hearing back from the customer and reaching an...
Initial Business Response /* (1000, 5, 2015/06/17) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and an inspection is scheduled for June 22, Once we have reviewed the inspection results, we will follow up with the customer to discuss
possible solutionsWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/06/09) */
We appreciate the customer contacting us regarding his concernsWe spoke with the customer, and scheduled a new sales appointmentThe customer met with a sales representative and purchased on June 8, We appreciate the customer's feedback
and look forward to completing the installation
Initial Business Response /* (1000, 5, 2015/06/11) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and advised that the issues are locally caused, and thus not covered under warrantyThe customer disagreed with this determination, so we offered
to have an inspection done by an independent, third party inspection companyThe customer declined this offerWe have left the customer messages offering a replacement at a discounted costWe look forward to hearing back from the customer and reaching an amicable resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this resolution from Empire Today
When I was initially told the carpet would not be covered under warranty, the manager told me he might be able to offer me a small discount on another productNo specifics were ever provided to me regarding thisIf this was a proposed solution, it was never discussed with me, other than a casual, "maybe" on the telephone
After filing this complaint with Revdex.com, I was contacted by*** at Empire who left me several voice mail messagesI returned the calls and left voice mail messages in return but was never able to reach***When I returned a call on June 5, 2015, another woman answered and proceeded to relay what I was saying to*** who was apparently sitting in the next office but could not talk to meIt was very frustrating
The other woman said Empire would send a 3rd party out to my houseI asked for what purpose? I had already taken 4-days off work dealing with carpet issues, and so I was asking what this 3rd party person would do differentlyShe said they would look at the carpet, but she didn't have any other information on what would potentially be accomplished by this proposed solutionI asked her to relay to*** to call me directly so I could end the telephone game and get ask questions directlyI have not spoken to*** since
If these are the two 'solutions' that Empire claims to have offered to me, and further claims I declined, that is a statement
These are the facts of my complaint:
The salesman did not disclose any conditional restrictions regarding the first year warranty to us at the time of the sale or otherwise
The salesman ensured us the carpet was of high quality, and appropriate for our home (pets, family etc.)
The carpet installation went poorly, and took multiple attempts to complete because Empire did not send two rolls from the same dye lot the first time, and then did not send enough carpet to fix the problem the second time
The Empire Today carpet installers (the people who know the carpet the best and work the closest with it), refused to install the carpet, telling us it would not last and we would not be happy when it started to run and pullThe Empire Today installers even gave a demo of what was going to happen if we proceeded to have this product installed
Three installations plus the manager review appointment cost me time out of work
It is a matter of reasonable expected performance:
We had Berber carpet in our other home for twelve years, raised two children, had multiple pets, used the same cleaning methods, and never had a single issue with itIt was purchased from Home Depot
We have Berber carpet in the front room of this home for the past 5-years, purchased and installed by Empire carpet, and have never had any issues with it
Within months of limited use, this Empire product has a half a dozen pulls, runs and tears in it, just as the Empire today installers predicted, and with the same variables that have always been present
It does not make logical sense to accept that the issues with this product are caused by not enough vacuuming time or the equipment, and it is unfair and untruthful to say any actions on our behalf invalidated the warranty
It is a reasonable expectation that when thousands of dollars are spent on floor covering, that the product will last for more than months, and if something is awry, that the company would honor their warranty and respect their customers
In summary, the salesman and the Empire Today staff have no interest in the customer, only the sale and payment of their goods (paid for up-front of course)They place no value in customer satisfaction nor customer serviceI feel our request is reasonableWe would like to be refunded for this product and have it removed from our homeWe are well within the warranty period, it is the fair and just solution and I am willing to enter into litigation if necessary
Final Consumer Response /* (3000, 15, 2015/07/14) */
This is not closed/resolvedHow do I re-open this? We have not reached a resolutionThe last response from Empire was that we were playing phone tag; that is not a resolution
Thank you
Final Business Response /* (4000, 17, 2015/07/17) */
We have spoken with the customer, and the replacement is scheduled to be completed on July 21, We appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/06/18) */
We appreciate the *** contacting us regarding his concernsWe regret the delay in completing the installationWe have been attempting to reach the *** to discuss the installation that has not yet been completed, but we have not yet
been able to speak with himWe look forward to hearing back from the *** and amicably resolving this matter
We appreciate the customer contacting us regarding her concernsPer the results of the inspection, we are offering to replace the affected areas at no costWe have left the customer a message with the offer, and the replacement will be scheduled at her convenienceWe look forward to hearing back
from the customer and amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/06/02) */
We appreciate the customer contacting us regarding her concernsWe regret the issues that occurred with the billing and any inconveniences that occurred as a resultWe have spoken with the customer, and she has confirmed that she has received
the refund for the cancelled orderWe appreciate the customer's feedback
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They handled this horriblyThey gave me back the money they stoleThey blamed me for the errorNice
Final Consumer Response /* (2000, 8, 2015/06/03) */
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/08) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and the installation was completed on June 4, We appreciate the customer's feedback and hope to assist her with future home improvement
projects
We appreciate the customer contacting us regarding their concerns.The local office reviewed the installed carpet and found the issues to be site related and not covered by warranty. The customer disagrees with the local offices assessment, and the review has been forwarded to our central...
inspections department for a second opinion.
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.
Attached is one photo of an area of the faulty carpet installation. I have several photos and videos of other areas of carpet.
Sincerely,
[redacted]
"line-height:115%,"sans-serif">We appreciate the customer contacting us
regarding her concernsWe have spoken with the customer and processed a $refund to the customer's credit card on April 12, as well as provided additional sub-floor prep at no cost to the customer at the time of installation. We appreciate the customer's feedback and consider this matter resolved
We appreciate the customer contacting us regarding their concerns.
The damage to the installed floors are caused by the customer’s pets. This type of damage is not covered by warranty.
On July 14th, the local office contacted the customer and offered to work with the customer’s...
cost of replacement by extending employee pricing as a courtesy. We have offered to send samples for review, but the customer advised they are in the process of other home improvements and will not be ready for flooring until the next year.
We look forward to working with the customer on her future flooring project.
Initial Business Response /* (1000, 5, 2015/08/20) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the [redacted] and offered a partial discount for the delay. We will contact the customer as soon as the window treatments arrive to schedule the installation at...
his convenience. The customer accepted this offer. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response from business has been satisfactory. Should the product ordered not arrive or be installed on time, another complaint will be filed. For right now this is satisfactory.
Final Consumer Response /* (3000, 12, 2015/08/31) */
This is my second time filling a complaint for the same issue. Firstly the customer service for this company is horrible, no follow up, no contact, no communication.
Window treatments were finally installed after being delayed however the product received was not what was promised during the ordering stages.
Window treatments for a skylight in a ceiling that is 13-15 feet high. When ordered I was informed that the window treatments would come with a rod that connects to the treatments so they can be opened or closed without the need for a ladder or other equipment. However when installers came to install, I was told that the rod needed to be ordered separately at an additional cost!!! What???? Really??? That is not what I was told when I placed the order.
Now 3 days later I still have not heard back despite placing numerous phone calls. No follow up call despite being promised a call to check on how the install went.
I am so unhappy and disappointed with the service of this company it is truly unbelievable.
Final Business Response /* (4000, 14, 2015/09/04) */
We have been in contact with the customer and advised that the extension rod has been ordered, and it will be sent to her directly at no cost. We appreciate the customer's feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Per inspection, the damage is topical moisture and not covered by warranty. We have offered to replace the floor at a discounted cost.
We appreciate the customer contacting us regarding her concerns. We regret any miscommunication or confusion that occurred regarding the financing. We have spoken with the customer and advised that we contacted the financing company and had the plan adjusted to the 12 month option. It can take up to...
two billing cycles for this change to reflect on the statement. 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 concerns. Flooring was installed in March 2012, well outside the one (1) year labor warranty. For customer satisfaction and goodwill, we offered to work with the customer on cost of replacement.
The local office emailed customer regarding the offer to replace the carpet at a greatly discounted rate. Installed in 2014, the customer did not have a professional cleaning that fell with service guidelines. We are unable to place a claim under warranty with the customer. We are hopeful the customer will reconsider our offer.
We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer via telephone to discuss the results of the third party inspection, but we have not yet been able to speak with him. We look forward to hearing back from the customer and reaching an...
amicable resolution.
The local office spoke with the customer and was able to resolve the customer’s concerns amicably. We appreciate the feedback.