Empire Today, LLC

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, refunded their credit card, and charged the balance to their financing account as requested. We appreciate the customer’s feedback and consider this matter resolved.

Complaint: [redacted]
I am withholding accepting the response by the business. It is correct that I have been contacted, and...

the business has promised to reimburse for cleaning the damaged carpets. However the carpets have not been cleaned yet (i have scheduled a cleaning when I return from an overseas trip), and the company has not actually reimbursed me for that cost. Given the performance of the company in the past, I'll wait to have their behavior back up their promises. Still, The final product is of a sub-professional quality and I asked for monetary relief as a result of that. I have not included the amount of time it has taken and the hours lost of my work time (loss of income) due to non-performance - no-shows - caused by the company. I have suggested that a certain amount of the contract price be returned. 
I will inform the Revdex.com if/when the carpet cleaning is complete, assuming that the damage is resolved, and the company has indeed reimbursed us for that cost. 
Sincerely,
[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 hardwood flooring.  The certified inspection is yet to be scheduled. Once we have results we...

will discuss the findings with the customer.     We have also agreed to review estimates submitted by the customer regarding damages that occurred during installation for possible compensation.   We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.   Service was completed on August 16, 2016. We appreciate the customer’s feedback regarding their experience.

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but I will close the case.  On the day of installation, here is what I sent to Megan, the area manager.  I spoke to Alexis on Tuesday this week.  She told me that if I called her at 7:00 this morning, which is when she got to work, that she would make sure to get a crew out the door and coming to us first thing this morning.  I informed her that we were ONCE AGAIN having to pay a mover to move the fish tank.  I called Alexis at 7:05 this morning.  She did not answer, and she did not return my call.  I also did not receive a call yesterday (the day prior to install) as you said I would.  I finally received a call at 8:40 this morning informing me that "the installers are on their way, and will be there shortly".  The max time was said to be 1-2 hours.  It is now 2 hours and 15 minutes after that initial phone call.  The installers just called and said they would be here in an hour.  When my husband asked them where they were currently located, they said "Grand Prairie".  We informed them that is only 20 minutes from our house, but they still said they couldn't be here any sooner than an hour.  So, now we are looking at 12:00 arrival time.  Meanwhile I have movers on standby which is costing me $.  This is completely unacceptable.  I can't help but think that this delay is just a malicious act on the part of Empire today.  I truly believe that there was no intention to have the installers show up during the requested time frame.  This is unacceptable.Post install note: The crew finally finished the install at 7:45 pm.  Meaning, I had to pay movers on standby the whole time.  The installers were here for 8 hours.  In that time they managed to cut our surround sound speaker wires multiple times.  Luckily my husband caught them trying to tape it up and required they go to [redacted] to replace the wires.  I will continue to take any opportunity to encourage anyone I can NOT to use Empire.
Sincerely,
Laura [redacted]

Complaint: [redacted]
I am rejecting this response because: I believe some compensation is in...

order.  I had to take 2 days off work so that Empire could fix the problem they created which took 2 months to fix!  The number of hours I spent calling, leaving messages and emailing all to fall on deaf ears. The lack of communication and poor customer service should be worth something.  We spent a lot of money and to be treated the way we were treated is preposterous! Furthermore, no apologies were given. All around the worst company I have had to deal with.  You should be ashamed of yourselves.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. 3rd party inspection found no install or manufacturing defects. The local office has reached out to the customer to provide a copy of the inspectors report.

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.
Empire has agreed to damages paid of $737 to be paid within 10 BD to close issue.
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns. Installation was competed on May 20, 2017. We look forward to working with the customer on future home improvement projects.

We have been attempting to
contact the customer via telephone and email regarding the agreement we sent
her, but the customer has not yet returned our messages. We look forward to
hearing back from the customer and amicably resolving this matter.

The local office has reached out to the customer and offered an accommodation for the damages. If there are additional damages we welcome the customer to provide supporting pictures and quotes for repair. The carpet was previously replaced as a courtesy with an upgraded material.

The installation has been completed to the home owners satisfaction. We consider this matter resolved.

We appreciate the customer contacting us regarding their concerns. The local office has spoken to the customer and scheduled inspection at no cost to the customer for Thursday, June 14th.

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,
Dawn [redacted]

Complaint: 10940352
I am rejecting this response because: there has not been a different solution offered to the problem. I spoke with Vikki again yesterday and she offered to have the vinyl floor replaced at no charge but since they no longer carry the floor I have and I did not like any of the other options, I would have to pick one I don't like and continue to pay for the new floor. She also mentioned that the subfloor would be replaced at no charge. I never knew they were going to charge me for this since this was supposed to be repaired when the initial floor was installed! She again offered laminate flooring (which I don't want) at an additional charge. I told her that these were the same options that were previously presented and that I want a full refund so I can have the floor replaced by another company.
Sincerely,
Jennifer [redacted]

We appreciate the customer contacting us regarding their concerns. The customer’s carpet order was found to have a manufacturing defect in the material. As such, we have offered full replacement under the manufacturer’s warranty. The customer has requested a refund, rather than...

replacement. While the manufacturer does not provide such an option in their warranty, for customer satisfaction and goodwill, we have offered a partial refund and allowing the customer to keep the installed carpet “as is”. We are aware of no defects with the laminate flooring, and the laminate is not involved with the warranty claim.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have an appointment on June 23, 2016 for a member of management to inspect the installation. We have also agreed to discuss a monetary accommodation once repairs have been completed. We 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, the installation has been completed and an allowance has been applied to the order as agreed. We appreciate the customer’s feedback and consider this matter resolved.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and we will have another contractor provide a comparison estimate. We appreciate the customer’s feedback and look forward to amicably resolving this matter.