Empire Today, LLC

The local office has left several voicemail messages and sent email in an attempt to reach the customer, without a return call, to discuss inspection.

We appreciate the customer contacting us regarding her concerns.
 
The local office spoke to the customer on Tuesday May 24th, and the customer confirmed there is no duplicate charge. The customer still has concerns that the installed carpet may have a defect, and the local office will...

schedule an inspection under warranty.

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.

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, so long as they follow through with the agreed upon work.
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,
[redacted]

We appreciate the customer contacting us regarding their concerns.Foot prints and vacuum marks in the carpet’s nap are not defects, and indicative of a high quality carpet and the natural esthetic of the product itself.We are sorry to learn the customer is unhappy with the carpet they purchased....

Some styles of carpet, such as loop (berber) carpet show these marks less than others. We would be happy to work with the customer on their cost of replacement, and are having the sales associate contact the customer directly.

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

We appreciate the customer contacting us regarding their concerns. Service was completed as agreed. We thank the customer for their feedback.

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.

We appreciate the customer contacting us regarding their concerns. The local office has spoken with the customer and scheduled service for Thursday, May 25, 2017.

We appreciate the customer contacting us regarding their concerns. The local office spoke with the customer. Per the manufacturer’s warranty, the carpet must be professionally cleaned within eighteen (18) months. The customer has advised she has scheduled to have the carpet professionally cleaned.

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.

We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer via telephone and email to discuss the needed repairs, but he has not yet returned our messages. We look forward to hearing back from the customer and amicably resolving this matter.

(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.

The refund has been processed, and we have advised the customer that it can take three to five business days for the refund to reflect back on her credit card. We appreciate the customer’s feedback and look forward to amicably resolving this matter

Service was completed on December 1st. We thank the customer for their feedback.

Initial Business Response /* (1000, 5, 2015/09/28) */
We appreciate the customer contacting us regarding his concerns. We have been attempting to contact the customer via telephone to discuss the needed repairs, but we have not yet been able to speak with the customer. We look forward to hearing...

back from the customer and amicably resolving this matter.

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 their concerns. The local office has scheduled replacement under warranty at no additional cost for Saturday April 15, 2017.