Empire Today LLC

We appreciate the customer contacting us regarding their concerns face="Calibri">The one (1) year labor warranty lapsed on the customer’s carpet in 2013, however for customer satisfaction and goodwill, we have offered to re-stretch at no cost to the customerThe installers arrived as agreed, but were unable to perform the service as the carpet is in disrepairWe have requested a 3rd party inspection to determine if there are any manufacturing concerns with the carpet

Initial Business Response / [redacted] (1000, 5, 2015/01/20) */ We appreciate the customer contacting us regarding his concernsWe are having the carpet inspected by an independent, third party inspection companyOnce the inspection report is complete and submitted to us, we will contact the customer to discuss the results and possible solutionsWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I shouldn't have to be jumping through these hoops, for an ongoing issue that has been happening since the carpet was first installedIf this was the first issue, as opposed to multiple ones in every single room the carpet was installed in I wouldn't have an issue Final Business Response / [redacted] (4000, 9, 2015/02/06) */ We have been attempting to contact the customer via telephone to advise him of the inspection results and schedule an appointment complete the necessary repairsWe look forward to hearing back from the customer and amicably resolving this matter

We appreciate the customer contacting us regarding their concerns The $accommodation was processed by discounting the order before the customer paidThe original order amount was for $7565.00, the customer received two discounts totaling $2,and paid only the remaining balance of $

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and have placed an order for the necessary parts needed to repair the window treatments The parts will be shipped directly from the manufacturer to the customer with “how to” instructionsWe appreciate the customer’s feedback and look forward to amicably resolving this matter

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 meWe will wait for the independent inspector's report Sincerely, [redacted]

We installed laminate flooring for the customer in September The customer contacted us about a month later claiming the toilet was not set correctlyInternal inspection found water damageThe bathroom floor was replaced, and the order discounted for customer satisfaction and goodwill We understand that issue to be wholly resolved; if that is not accurate we would be happy to review further The customer next contacted us in late March Inspection found topical moisture damageSuch damage is not covered by warranty and we offered to repair for a nominal cost Per the customer’s desired outcome/settlement of this complaint, we have offered to review for replacement with tile at a discountWe have left several messages without a return call

Initial Business Response / [redacted] (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 / [redacted] (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

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered a replacement with a signed agreementThe customer accepted this offer, and we are waiting to receive the signed agreementWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns We have spoken with the customer and apologized for the missed sales appointmentWe were able to reschedule the appointment and provide the customer a quoteWe appreciate the customer’s feedback 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 meI would like to personally thank [redacted] in the corporate office for her support and [redacted] with the Atlanta office for responding promptly, effectively, and efficiently to my needs as a customer who has a long history with EmpireAs a result of this, I look forward to doing business in the near future with Empire Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: There was no communication from the company from July until July We needed to confirm with them that they actually had the materials in stock in the [redacted] warehouse to complete our job, and we needed to know when they planned to have installers at our house to do the work, so that we could arrange for someone to be at home at the scheduled timeWe both work full-time jobs outside the home, so advance notice is absolutely necessaryOn the morning of July 26, we received a voice mail on one of our cell phones stating that the installation crew would be at our house THE SAME DAY between 1-3pmNo advance notice, no regard for our schedule whatsoeverWe scrambled to get time off work to be home at the scheduled time, only to have the crew show up at 4:45pm - not within the 1-3pm time windowIf we had known this, we wouldn't have had to waste time off from workAt this point, the job has been completed and we don't see any issues with the work so farIt is simply unbelievable to us that a company can treat customers this way, with nothing more than a "we apologize for any inconvenience," and still end up with an A+ rating with the Revdex.com because the complaint has technically been satisfiedWe will NEVER again do business with Empire Today, and recommend that no one else does either Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ We appreciate the customer contacting us regarding her concernsWe spoke with the customer and offered a replacement with a different style for a discounted costThe customer accepted this offer and the replacement was completedWe appreciate the customer's feedback and hope to assist her with future home improvement projects

We appreciate the customer contacted us regarding their concerns As the customer requested, we have canceled the order and issued a full refund to the customer’s [redacted] on fileThe refund was processed on September 22, We look forward to working with the customer on future home improvement projects

Thank you for contacting us regarding your concerns We have agreed to a reduction in the purchase price and re-scheduling of the carpet installationWe apologize for any inconvenience

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ 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 was completed on June 23, We appreciate the customer's feedback and hope to assist her with future home improvement projects Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We appreciate the customer contacting us regarding their concerns size="3"> Services were completed on August 19th, and we have discounted the order for the inconvenienceWe appreciate the customer’s feedback regarding their order

Complaint: [redacted] I am rejecting this response because: Empire Today Flooring company seems to still not understand the full situation and impact of their poor quality and customer service I have explained to them several times that at the time of this complaint just one month after installation, 2/of the entire carpet and laminate flooring became defective They should know this since they sent several people to our house to observe and photograph the products The people who came to our house agreed that the carpet was defective and Empire later on agreed that the carpet was defective In addition, Empire Today Flooring sent someone to our house to look at the laminate floor that was defective Again, the person agreed that the floor was defective and should be replaced The scary part is that Empire Today Flooring has no record of this ever occurringIn general, under most any other circumstance, we would gladly accept a full replacement as Empire offered However, due to the following reasons, we would be foolish to welcome another Empire product into our house The reasons are simple: The entire upstairs carpet brook down after only one month, Empire lost the records of their representative diagnosing our laminate floor defective, Customer service has taken weeks and often months to return our phone calls, it has taken months and counting for Empire to try to understand our situation, Empire does not accept responsibility they instead blame the manufacturerTherefore, based on all the circumstances listed above, we feel accepting a replacement carpet would be foolish since Empire may not stand behind it again So, we are trying to simply ask for a 50% refund even though 68% of the purchase is defective Empire Today's offer of a 33% refund is not suitable, insulting and is very insensitive to the stress they have put us throughPlease be professional and reconsider a 50% ($2200) refund so we may move on Sincerely, [redacted] ***

We appreciate the customer contacting us regarding their concerns 0pt;"> A check for $was processed and is being mailed to the customer for the purchase of the transitions/moldings We appreciate the customer’s feedback on their order

We appreciate the customer contacting us regarding their concerns "Arial We the customer’s request, we have canceled both orders and refunded the deposit payments in fullWe look forward to working with the customer on future home improvement projects

We appreciate the customer contacting us regarding their concerns We have spoken to the customerWe have offered to replace the carpet for customer satisfaction and goodwill at a deep discounted cost to the customerThe customer stated they would discuss the offer with their spouseWe appreciate the customer’s feedback and look forward to amicably resolving this matter