Empire Today LLC

Complaint: 11640792
I am rejecting this response because: I have received nothing from this business yet and after talking to "upper Management" I am not at all confident that they are addressing the root problem.  So far everyone that I have talked to has told me a different way this should have been handled.  This has never been about the actual gift card but about how they handle their business.
Sincerely,
Ronald [redacted]

We appreciate the customer contacting us regarding her concerns.
 
face="Calibri">Service to the transitions was completed on May 27th. Additionally, we have offered to refund the service fee for the repairs out of warranty.

Initial Business Response /* (1000, 5, 2014/10/23) */
We appreciate the [redacted] contacting us regarding his concerns. We have been attempting to reach the [redacted] via email and telephone to reiterate our previous offers of a repair under warranty or a partial refund. We look forward to...

hearing back from the [redacted] and reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We request immediate communication with Revdex.com (in accordance with Revdex.com Policy) as no reasonable response was offered by Empire Today as is viewable in the following chain of recent emails:
Mr. and Mrs. [redacted],
The email I was referring to is the one below that you are responding to, sent on October 17, 2014. I just wanted to confirm with you that we remain willing to make the repair for you under warranty or a provide a refund of $150.00. Should you will reconsider please feel free to contact me.
Thank you,
[redacted]
[redacted] Service Manager
EMPIRE-TODAY, LLC
From: [redacted] S [redacted] MA, DBA (ABD)
Sent: Thursday, October 23, XXXX XX:XX AM
To: [redacted]
Cc: [redacted] (Grad Student); [redacted] S [redacted]
Subject: RE: Seam Empire order # CAXXXXX
[redacted]
In response to your phone call:
We did not receive an email.
[redacted] and [redacted]
From: [redacted]
Sent: Friday, October 17, XXXX X:XX AM
To: '[redacted] S [redacted] MA, DBA (ABD)'
Subject: RE: Seam Empire order # CAXXXXX
Mr. and Mrs. [redacted],
In response to your Revdex.com complaint case # XXXXXXXX; We stand by our previous offers to repair under warranty or a refund of $150.00. Again should you reconsider please feel free to contact me.
Thank you,
[redacted]
[redacted] Service Manager
EMPIRE-TODAY, LLC
Final Consumer Response /* (4200, 11, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never referred to an "invisible" seam in any of our Revdex.com claims or responses. This type of response is typical of the treatment received from [redacted] Service at Empire today.
We never requested an invisible seam or a guarantee of the seam to be invisible.
Our complaint focused on the flawed installation as stated by the Empire Today Inspector Mr. [redacted] Mr. [redacted] also stated the seam could have been done better.
Mr. [redacted] stated that re-opening the seam may or may not be successful since re-doing a seam can make a flawed seam worse. The chance of success is not 100%predictable according to Mr. [redacted]
Hence, we demand a new piece of carpet for the smaller section to be used to re-patch the seam using carpet from the same dye lot.
Please note: This [redacted] is a [redacted] forward by us in the interests of a successful mediation.
Empire Today has not made one [redacted] forward in the interests of a successful mediation.
We look to forward to Empire Today's response.
We are not at this time putting forward any of the additional complaints we have endured by Empire Today's treatment, and will not if and only if Empire Today accepts our request.
Final Business Response /* (4000, 13, 2014/11/13) */
We have been in contact with the [redacted] and offered a partial refund in lieu of further service, in exchange for a signed release. The [redacted] accepted this offer. We appreciate the [redacted]'s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us with their concerns.
 
The...

local office has been in contact with the customer and has scheduled to review the installed product for claims under warranty. We appreciate the customer’s patience regarding this matter.

The local office spoke with the customer and we will service by gluing down the floor as the customer requested. Service is scheduled...

for September 2, 2016 at no additional cost to the customer.

Initial Business Response /* (1000, 5, 2015/09/04) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered to restretch the carpet at no cost, as a customer courtesy. The customer accepted this offer, and the service is...

scheduled for September 8, 2015. 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.

We appreciate the customer contacting us regarding their concerns.
"Arial",sans-serif;">We the customer’s request, the order has been canceled and the deposit payment refunded in full.
We look forward to working with the customer on future home improvement projects.

Initial Business Response /* (1000, 5, 2015/01/07) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer, and the damages are scheduled to be repaired on January 8, 2015. We appreciate the customer's feedback and look forward to amicably...

resolving this matter.

We appreciate the customer contacting us regarding their concerns.

face="Calibri"> 
Services were completed on July 14th. We apologize for any inconvenience the delay caused.

We appreciate the customer contacting us regarding their concerns.
"Arial",sans-serif;">Service was completed on October 31st.
We thank the customer for their feedback regarding their experience.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a replacement. The customer selected a new style, and the replacement is scheduled for February 13, 2016. We appreciate the customer’s feedback and...

look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.  We inspected the floor to determine the root cause of the customer’s concerns with the flooring.  The inspection determined the installed hardwood flooring...

was free of manufacturing or installation defects and all concerns were customer expectation of the laminate. Empire has spoken to the customer and for customer satisfaction and goodwill has offered replacement of the laminate floor with a different laminate of equal value at no additional cost to the customer. We have an appointment for the customer to view laminates on August 16, 2016. Once the customer has selected a different laminate we will contact the customer to schedule the replacement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
10pt"> 
The customer’s previous choice of flooring was no longer available and the customer reselected to an instock style flooring.  The flooring was installed on July 22nd as agreed. We have also issued a partial discount. We apologize for the inconvenience.

We appreciate the customer contacting us regarding their concerns.
 
0pt;">The local office spoke to the customer by telephone on September 23, 2016 and discounted the order for the inconvenience. Service was completed for a nominal fee on October 5, 2016. We thank the customer for their feedback regarding their order with us.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">The General Manager has spoken with the customer and as requested, a full refund has been offered to the customer in exchange for a signed agreement, allowing the customer to keep the installed carpet to do with as they like.  We apologize for any inconvenience this matter may have caused.

Installation was competed on December 9, 2016.
The customer has scheduled service for January 7, 2017 to address...

minor tile issues, under the labor warrant at no cost to the customer.

We appreciate the customer contacted us regarding their concerns.
125);"> 
The local office spoke to the customer and agreed to a discount on the purchase price. We apologize for any inconvenience this matter caused.

We appreciate the customer contacting us regarding their concerns.
 
11pt">The customer requested all new tack-strip and to upgraded the padding. For customer satisfaction, we agreed to these services at no additional cost to the customer. Services were completed on July 14th

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, 2/3 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 occurring.
In 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 10 months and counting for Empire to try to understand our situation, Empire does not accept responsibility they instead blame the manufacturer.
Therefore, 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 through.
Please be professional and reconsider a 50% ($2200) refund so we may move on.
Sincerely,
[redacted]

We installed laminate flooring for the customer in September 2015. The customer contacted us about a month later claiming the toilet was not set correctly. Internal inspection found water damage. The 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 2016. Inspection found topical moisture damage. Such 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 discount. We have left several messages without a return call.