Empire Today, LLC

Complaint: [redacted]
I am rejecting this response because:They did not address my...

concerns in the least. "Per the customer’s request, we have canceled the orders. We look forward to working with the customer on future home improvement projects" addresses nothing outlined in my complaint. Please provide a response.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. As the customer stated, installation arrival time is between 8am and 6pm. The day of installation we try and call every customer with a better estimated time of arrival. We regret that the customer was inconvenienced. The agreed...

upon discount was processed to the customer’s account before the COD payment was processed.

We appreciate the customer contacting us regarding their concerns.   Service was completed as agreed with the building manager observing the service.   We thank the customer for their feedback on their order.

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,
[redacted]

We have spoken with the customer and agreed upon a partial discount for the area that was installed with a signed agreement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because:We...

have not come to terms on a monetary accommodation because it does not include an amount for the tile having to be torn up in front of the dishwasher (to get the dishwasher out for repair), then installed under the dishwasher and back in front of it.  I am hoping that solution works and that it is not then too high to fit under the counters.  Our dishwasher is currently stuck in position because the tile is too high now that there are 2 layers of it. I received a call from a manager Tuesday after I emailed the customer service national manager.  The manager said he thought they could get a crew out to my house Thursday to fix the problem and would get "right back in touch to confirm".  Today is Thursday and still no return call.  So do I sit here and wait around all day or assume they're not coming?  We are unable to use the dishwasher since Tuesday because the repair man can not get it out to repair.  The "fix" for the original issues was to have another layer of tile laid on top of the original instead of tearing the original out.  I brought up concerns of issues with doors, transitions and several times the dishwasher. I was assured all would be fine.  I'd like the dishwasher issue resolved ASAP, as it is a large inconvenience to us, either by adding in the cost to fix the issue to the monetary accommodation and me hiring a professional or getting someone out here from Empire that knows what they are doing.    
Sincerely,
Sheena [redacted]

Service has been scheduled for Friday, January 19th. We thank the customer for their patience.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 19, 2016. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding their concerns. We have placed an order to obtain the materials needed to complete service for the customer. Material have a scheduled production date of July 1, 2016. Once materials have been received we will schedule the service to be completed at...

the customer’s convenience.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer, and we are scheduled to complete the install on January 25, 2016. 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 reached out to the customer to discuss resolution.

(The consumer indicated he/she DID NOT accept the response from the business.)
We have been in contact with Empire and we are actively trying to come to some sort of resolution/middle ground, however, we are not sure at this time whether or not they are willing to meet us in the middle. They called and offered us $1500 off original price of tile and additional 60 square feet of tile installation in bathroom. We countered with $1500 off original price with installation of hardwood floors in kitchen and sunroom as originally planned. We are currently waiting for their response.

We appreciate the customer contacting us regarding their concerns. The flooring was purchased in 2015, the customer recently contacted us regarding the flooring separating. We inspected the installed floor for a nominal fee on August 3rd.  Per our review, the flooring appears have been damaged...

by topical moisture. This type of damage is not covered by warranty and we offered to replace the floor at a discounted cost to the customer.

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,
Marti [redacted]

Thank you for contacting us regarding your concerns. The local office has been actively discussing the matter with the customer. We have offered to replace the 3 damaged planks with an in-stock product, as the style from 2013 is discontinued. Alternately we have offered to work with the...

customer on their cost of replacement. The customer is currently reviewing samples.

We appreciate the customer contacting us with their concerns. The local office has spoken with the customer and replacement is scheduled for Saturday, July 29th.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to have an inspection conducted by an independent, third party inspection company. Once the inspection report is complete and submitted to us, we will follow up with the customer to discuss...

the results and possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Repairs were completed on December 27th and we have also issued a refund for the inconvenience. We appreciate the customer’s feedback regarding their experience.

Complaint: [redacted]
I am rejecting this response because: I told the customer service...

representative that I was not satisfied. She said she would talk to her manager and let me if there was anything they could do. I never heard back from her after that.They have not addressed the issue and I am not satisfied with the outcome of this dispute because they have done nothing to try to resolve it.
Sincerely,
Aisha [redacted]

We
appreciate the customer contacting us regarding her concerns. The laminate
repairs are scheduled for November 5, 2015. We have also offered a replacement
of the carpet, and the customer will be selecting a new style. We appreciate
the customer’s feedback and look forward to amicably resolving...

this matter.