Empire Today, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer and offered a replacementWe will be contacting the customer to schedule an appointment to select a new style for replacement at her convenienceWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have also offered to replace the carpet in the other rooms at cost because the new carpet won't match the other rooms Final Business Response / [redacted] (4000, 9, 2015/08/14) */ We have spoken with the customer and the replacement and new installation are both scheduled for August 25, We appreciate the customer's feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (2000, 11, 2015/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company went above and beyond to resolve the issue

We appreciate the customer contacting us regarding his concernsWe conducted an inspection on February 17, We have spoken with the customer and advised that his product is no longer availableHowever, we are currently attempting to locate and order the product, and we advised the customer of the cost of repairs if we are able to obtain the productWe will continue to keep the customer updated on this processWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Revdex.com:Thank you for assisting me I have accepted the option of a $credit This case can be closed Thanks, Denise

We appreciate the customer contacting us regarding their concernsFlooring was installed in March 2012, well outside the one (1) year labor warrantyFor customer satisfaction and goodwill, we offered to work with the customer on cost of replacement

Complaint: [redacted] I am rejecting this response because:Simply giving back my deposit, which was my own money, does not make up for the time and money I lost that day of not workingI am a hairstylistIn the middle of my busy season, I moved around my appointments to accommodate Empire to come out to install my floorsI work hard to be able to provide for my familyThere was no communication from the company, therefore I missed out onmaking $plus that dayIf the company had communicated with me at the beginning of the day to inform me that my original installer had not shown up for Work that day, I could of moved my schedule around to accommodate a different daySimply telling me that my deposit has been refunded and I had cancelled my order, is not fixing the issue at handI received HORRIBLE customer service from EVERYONE I talked to that day, excluding one woman, who was extremely niceI work extremely hard for my customers and I expect, from a big corporation, to do the same with their customersI do not think empire realizes the magnitude of how inappropriate the employees actually treated meI have worked hard to rebuild my credit and to be approved for new flooring was a big deal for meThis is unacceptable and empire needs to hold their employees accountable for the inappropriate behavior that they have displayedI have told every person of my experience that I have come in contact with and your company will not be used by them in the futureThis whole situation was handled poorly and it still is being handled poorly Sincerely, Jennifer [redacted]

We appreciate the customer contacting us regarding their concerns We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the odor We 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 meHowever I'm still upset that it took months to get the floor fixed and myself wasting days of staying home all day on appointments made by Empire only to have nobody show up and not compensate me for my timeThis has been the worst customer service that I have ever dealt with in my life timeI hope these comments get some heads rolling to improve their customer service Sincerely, Gary [redacted]

We appreciate the customer contacting us regarding their concerns.We installed flooring for the customer in January 2005.The local office inspected and found severe moisture damage and possibly mold growingThe moisture may have also damaged the subfloor All of this is out of the scope of services we offerWe have recommended that the home be tested for mold and abated if neededWe would be happy to provide a quote for repair if possible, replacement if not, once a clear air certificate has been received post-abatement

We appreciate the customer contacting us regarding their concerns.While this product is out of stock, we were able to locate material to offer for this customer paid repairThe product has been shipped to the local office & we are scheduling a mutually convenient time to complete the repairs We thank the customer for their feedback regarding their order

We appreciate the customer contacting us regarding his concernsThe window treatment order has been cancelled, and the refund has been processed We have spoken with the customer, and the molding installation is scheduled to be completed on February 10, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because: before we submitted the contract/paperwork we were told that the shutters were ordered Now that we have signed the contract we received a call and email that states we need a remeasure on our windows When we first measured our shutters, we realized the error and the man doing the measurements redid the paperwork and measurements for shutters and not blinds Due to this issue we were definitely contacted quicker We are currently waiting for a call back to discuss the issue of remeasuring for shutters We have called times on different days and finally left a message earlier today, 4/20/and have not received a call back We will also be sending an email to the person who has taken over the account, who actually has been very helpful Besides her help we are very disappointed that we have been waiting for our shutters since February 15th, Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:In addition to the full refund I also want $for all the trouble and expense I have gone through since August 19, Waiting for up to hours and Empire does not show up for the scheduled completion (times)Damage to my home: carpets had to be shampooed; the new floor had to be cleaned; walls, counters, tubs, toilets, doors and appliances had to be cleaned; toilets still need to be pulled, resealed and re-installed ( I have submitted estimates for this repair twice) litter had to be picked up from my driveway and yardI lost time (waiting for workmen who did not show & getting estimates for the same repairs twice) at work so therefore I lost wagesCountless time spent on the phone and faxing and e-mailing only to be told they didn't have the items and had to do it all over againWaiting for days to hear back and when I finally talked with someone at Empire they hadn't listened to the voice mail or read the e-mail and would look it up as I was on holdThe embarassment of having family and friends over for Christmas celebrations on a bare subfloor that Empire had said would be taken care of in a week and six weeks later it is still bare and then Empire reports that the job is complete without ever talking to me or returning my phone call in which I left a message telling them for the 3rd or 4th time that it was NOT completeThe aggravation and frustration of this project has been off the chartsNo amount of money will take care of thatNo company should be allowed to treat customers like this, hold their money and not complete a job to the customer's satisfaction Sincerely, [redacted]

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, Jacqueline [redacted]

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and explained the pricing of his orders and that he would be reimbursed for the stair portion of the order, as it was cancelledWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe customer changed their mind regarding the style and type of blinds they wanted, however the blinds were already fabricated by the vendorFor customer satisfaction and goodwill we have agreed to remake the blinds in the customer’s original style

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer, explained the pricing was comparable to their previous order and have agreed to provide a small monetary discount for goodwill and customer satisfactionWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ We appreciate the customer contacting us regarding his concernsWe regret the delay in receiving the customer's productWe have spoken with the customer, and per his request, the order has been cancelled and the refund of his deposit has been processedWe appreciate the customer's feedback

We appreciate the customer contacting us regarding their concernsWe apologize for any inconvenience in processing the paymentInstallation of the carpet order is scheduled for today, October 17, We thank the customer for taking the time to provide feedback on their order

We appreciate the customer contacting us regarding their concernsWe regret the issue with the stair nose colorThe flooring manufacture does not make accessories such as stair nose and occasionally the colors will not match We have attempted to source a vendor who can match the color of the flooring without successWe have offered the customer a substantial discount as to allow them to source another vendor for the stairs

Complaint: [redacted] I am rejecting this response because: The business agreed to refund us $on 5/16/ (which is only a portion of what we are actually owed) After we agreed to that amount of refund we were provided with an "Accommodation Agreement" to sign in order to receive our refund Please note that no mention of the "Agreement" was made in our discussions with Empire; it was a surprise attachment to an email after we agreed to the refund amount with Empire verbally over the phone The "Agreement" would force us not to discuss our negative experience with Empire with anyone We are now working with our credit card company in order to get the $refund that Empire owes us.Empire did complete the installation, and the installers did a great job Our complaint is with the sales practices, corporate customer service practices, and with the fact that we were overcharged for the product We should not be restricted to the terms of the "Agreement" in order to get our money refunded, which is owed to us due to the overcharge Sincerely, Dorothy B***