Empire Today, LLC

We appreciate the customer contacting us regarding her concerns.
We have spoken with the customer and offered a partial discount with a signed
agreement. The customer accepted this offer, and the repairs are scheduled to
be completed on November 30, 2015. We appreciate the customer’s feedback...

and
look forward to amicably resolving this matter.

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

Empire today installer not only cut, trimmed, shortened (however your want to word it) interior doors in my home, the installer came back to my home on 10/13/16 to remedy the problem of doors rubbing the flooring by cutting, trimming, shortening the doors for the second time.  The installer sent by empire today did not arrived with the install manager as agreed prior by the install manager and myself.  The installer during that visit also removed the exterior door that does not open completely (due to the floor) and reinstalled it.  The installer then communicated to me that they needed to phone the office to discuss repair options.  The installers left my home without any further communications with me.  I then called the office and the office notified inspections solutions to access the issue,  scheduled for 10/18/16.  currently awaiting results.  The issue with the doors were caused by the defected material of the first flooring installed, and the installer installing the second replacement flooring on top of the damaged flooring causing the need to cut the doors,
Sincerely,
[redacted]

The local office contacted the customer by email to schedule repairs to the installed carpet. We would be happy to schedule at the customer's earliest convenience.

We appreciate the customer contacting us regarding their concerns. The local office has left several messages to speak with the customer regarding their concerns. We look forward to speaking to the customer.

We appreciate the customer contacting us regarding their concerns. We apologize for the missed appointment. The General Manager has reached out to the customer to reschedule at the customer’s earliest convenience.

We appreciate the customer contacting us regarding her concerns. We regret the delay in completing the installation and any inconvenience that occurred as a result. We have spoken with the customer, and the installation has now been completed. We also offered an additional accommodation for customer...

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

We appreciate the customer contacting us regarding their concerns. An independent inspection was completed on November 20th. We are currently awaiting the inspectors report.

Per our previous reply, we price-matched a competing quote and provided an additional $100 courtesy credit. No further adjustments or refunds were promised. We appreciate the customer’s feedback.

We appreciate the customer contacting us regarding their concerns. The local office spoke with the customer and we reached an agreement to resolve the matter amicably. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. We have ordered the needed trim/stair materials; they should be in the local office shortly. The local office will contact the customer directly to schedule service.

We appreciate the customer contacting us regarding their concerns. The local office inspected the installed flooring and agreed to repair the transitions to the carpeted areas of the home.

For customer satisfaction, we are refunding a portion of the service fee. We appreciate the customer's feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.   The customer’s concerns with the leak are not covered by warranty, however for customer satisfaction and goodwill we agreed to assist their plumber on October 1, 2016.   We thank the customer for taking the time to...

provide feedback on their order.

The previously installed floor, the one destroyed by the flood in the customer’s home, never had any complaints.  The customer never called regarding any issues, no inspections were completed, and no claim was made to the manufacturer on the installed floor. During the replacement the paid for due to the flood destroying the installed floor, the new material was found to have an issue with the locking tongue & groove. As such, the customer was upgraded at no additional cost to them. Nothing was refunded by the manufacturer. No reimbursement is due to the customer.

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a refund in lieu of further service 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. We have informed the customer that we will process the agreed additional monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. Service is scheduled for Friday, March 23rd.

We appreciate the customer contacting us regarding her concerns. The refund for the cancelled order has been processed back to the customer's credit card. We appreciate the customer's feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding her concerns.
The repairs were completed on December 3, 2015. We have been in contact with
the customer and offered a partial refund due to the inconveniences that
occurred. The refund will be processed back to the customer’s credit card....

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

Complaint: [redacted]
I...

am rejecting this response because: There is no apology, no acknowledgment of accountability for any of the mishaps that Empire Today and its employees just allowed to occur with no real concern or ownership.Aside from the refunded deposit, what have they offered by way of compensation for the 5+ week painful process that we endured, rearranging our summer schedule around and our home in complete disarray because of Empire Today's ineptness? Kindly refer to the attached email, thoroughly outlining the timeline of this complaint.
Thank you,
[redacted] G.