Empire Today, LLC

We appreciate the customer contacting us regarding their concerns. Replacement is scheduled for August 28th at the agreed upon price.

We appreciate the customer
contacting us regarding her concerns. We have spoken with the customer, and the
repairs are scheduled for December 23, 2015. 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 contacted the customer and rescheduled the installation for July 13th. Installation was completed as agreed. We apologize for the inconvenience this matter caused.

We appreciate the customer contacting us with her concerns.
 
We’re sorry to learn the customer is disappointed in the performance of her carpet. For customer satisfaction and goodwill, we will replace with a similar grade/cost of carpet at no additional cost to the customer in exchange for a...

signed Agreement.
 
The local office will be contacting the customer shortly to schedule a time to show additional carpet samples.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the business has indicated they will reimburse. I am waiting for the reimbursement.  I will advise when it is received.
Sincerely,
Patricia May-[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.   However, I strongly feel that Empire Today should look at their business practices, their contractors, their sales staff and Customer Service departments going forward.  What I endured should NEVER happen to another customer.  I strongly urge additional training in screening contractors and training sales staff on what is and what is not appropriate when conducting business.  A refund was the least you could have done.  I still believe The Revdex.com and other consumer affairs organizations should review your business practices and look into further complaints against you.  
Sincerely,
[redacted]

We appreciate the customer contacting us regarding their concerns.
 
Customer was installed in December 2012 with hardwood flooring. In October 2013 the customer complaint of dents/dings, as well as squeaking in the hallway.
 
3rd party inspection was completed in November 2013. The...

inspector found the dents to be usage/site related and not covered by warranty. The inspector also found an irregular fastening pattern in the family room/hallway. Repairs were offered to correct the fastener issue, but the customer did not follow-up despite the market attempting to reach them several times by phone and mailing a letter. Customer contacted the market in May 2014, and again did not follow-up.
 
The customer has now contacted us again at the end of June this year. The local office has internally inspected the installed flooring for needed repairs and is determining next steps as the floor is well out of labor warranty at this time.

We appreciate the customer contacting us regarding their concerns. The corporate office has been in contact with the customer to schedule service.

Initial Business Response /* (1000, 10, 2015/08/21) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and requested that he send cleaning receipts so that we can file a claim with the manufacturer. We have also offered to show the customer samples...

to replace at a discounted cost. The customer is considering these offers. We look forward to hearing back from the customer and amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. The local office inspected and has scheduled service for Saturday, December 16, 2017.

We appreciate the customer contacting us regarding their concerns.The local office contacted the customer and we have agreed on an independent inspection of the installed flooring. The inspector with contact the customer directly to schedule.

The local office has contacted the customer and discussed options for resolution.

We appreciate the customer’s feedback. The local office spoke to the customer and made an offer regarding the damage to the bed.

We appreciate the customer contacting us regarding their concerns. We have filed a claim with the manufacturer and will replace the carpet under warranty at no cost to the customer.

We have spoken with the customer, and we regret that the installation of the transitions was not completed as scheduled. We offered the customer the option of reimbursement if he would like to have the work done, completing the work any time next week, or reviewing any reasonable settlement that he would like. The customer advised that he would consider the options and get back to us. We look forward to hearing back from the customer and amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. Carpet was installed in February 2016 and we provide a one (1) year labor warranty on all installations. The customer contacted us in July 2017 regarding service to the carpet. We advised there is a fee for out of warranty services....

The customer refused to allow service even after we reduced the cost to the customer. We thank the customer for their feedback.

The local office had an installer inspect the carpeted stairs completed on May 15th. The  inspection is being reviewed for claims under the warranty.

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,
Nyree S. [redacted]

Complaint: [redacted]
I am rejecting this response because:  Yes, the carpet is going to be replaced, but I also have a complaint on the luxury vinyl planking.  When [redacted] came out here on 4/8 he had us sign the contract, and per my Husband said he would come back and go over the contract with us, I was just made aware of this.  I had another contractor out yesterday that is installing my kitchen, he does flooring as well, he states I have 331 sq. ft. of luxury vinyl planking, the way I figure that would cost 820.00 plus 1894.00 in installation.  [redacted] stated they used a leveler, they did not, I was even told as such.  According to other flooring company's, this is too much to pay.  [redacted] did not follow through, per the last complaint we would of lost our 10% deposit of 480.00, in receiving the contact the day of expiration.  The contract conveniently is not dated as well.  I'm still not satisfied with Empire, it took many complaints, telephone calls to get the carpet replaced when the day after corporate called and said they would replace it for us.  I do not wish this to happen to another customer!  I was in the Nursing field for 20 years, my Husband is an Inspector at [redacted] for almost 30 years, we have given back, my patients, his workers, and the clients that come to purchase the planes, we make them feel happy and content, without all this back and forth, right and wrong.  What happened to "The customer is always right", when you cannot even get a response to how much per sq. ft. is my luxury vinyl planking.  Now I am not sure if they charged us 820.00 per sq. ft. for the installation and luxury vinyl planking, or even what they did.  Still my Husband and I are very unhappy customer's.  I do believe they are replacing the carpet so they don't have to address the luxury vinyl planking.  This has all been in my previous complaints, but seems to get "over looked"
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: All of our calls and emails were ignored until 2 weeks...

later when they finally came back and did some painting.  Currently it looks like the paint doesn't match nor did they do any testing to make sure damage was not done inside the ceiling.  Considering another outside source stated it would take about $5,000 to fix the issue, $5.00 in paint hardly seems reasonable in terms of making sure there won't be any issues later on because it wasn't properly fixed.
Sincerely,
Teresa [redacted]