Empire Today, LLC

We appreciate the customer contacting us with their concernsThe requested credit has been processed as agreed

We appreciate the customer contacting us regarding their concerns The local office recently spoke with the customerWhile the floor they purchased is scratch resistant, no flooring is scratch proofWe have offered to work with the customer on the cost of replacementWe have also offered to discount the customer’s recent purchase for customer satisfaction and goodwill

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer, and based on the results of the inspection, we have offered a replacementThe product will be delivered to the customer's home on September 24, 2015, and the replacement is scheduled for September 28, We appreciate the customer's feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and the repairs are scheduled for December 23, We appreciate the customer’s feedback and look forward to amicably resolving 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 satisfactory to meNo current issues with the floorAfter the 3rd install & many personal hours invested, I believe we are done with this experience Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They still owe us for replacing the floor that was defectiveThey are the ones that came out and told us the floor was damaged or defective and needed to be replacedI was told by [redacted] that they were going going to issue us a refund after the install was completedHe said and in his words, " They needed to finish the replacement flooring first because the work order needed to be closed out before they could issue the refund." He also said that he would stop out the next week with the check to make sure we were happy with the new flooringThat never happenedThere was always a reason he couldn't make it, then he changed his answer to say they were not going to pay us because his boss said they weren't going to do it because we called them, Empire, back out because of some new damage to the floorthat is true , but that does not change the fact that the floor was defective, by there own omissionThere was not flood and I never said thatThe damaged floor was only about square feet, but they said it all needed to be replacedThey upgraded the floor on their ownI never asked for an upgradeThey did it because all the flooring they had in stock was defective and they said, the salesman said they would upgrade itThat also has no bearing on this as they said they would without being askedThis is going on to long and needs to resolved and the only way to do that is for them to pay usI will not give up Sincerely, [redacted]

Per the customer’s request, we canceled the order and refunded the full deposit to the credit card that was used for paymentWe appreciate the customer’s feedback and hope to work with then in the future

All start dates are estimated as stated on the contract and unfortunately occasionally subject rescheduling beyond our controlWe understand an apology is no substitute for good serviceWe appreciate you reporting this matter to us, and it has been shared with the local office to improve our processes Thank you for the opportunity to address this matter with youPlease accept our sincere apology for any inconvenience this matter may have caused youThe $discount was applied to the credit card used for payment on November 30th

We appreciate the customer contacting us regarding their concerns Service has been completed as agreed, and we have issued a discount due to the inconvenienceWe appreciate the customer’s patience while this matter was resolved

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Because this business has not been able to keep scheduled appointments and lacks dependability, my acceptance of their proposed resolution is guardedIn fact the main concern keeping appointments and communicating effectivelyThe response from the business states they will complete the job as early as June 20th yet, they have been unable to do soI tried calling them back and left my contact number [redacted] They have not called back on my contact numberThis has been the pattern, they make phone call then you do not hear back againI will give this one more tryPlease let the business know I will be available for installation on any forthcoming saturday Sincerely, [redacted]

We appreciate the customer contacting us regarding her concernsWe have reached out to the customer and left a message to discuss reimbursement for the cost of the windowWe look forward to hearing back from the customer and amicably resolving this matter

We appreciate the customer contacting us regarding his concernsThe repairs were completed on January 19, 2016, and we also offered a partial refund for customer satisfactionWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacted us regarding their concernsFor customer satisfaction and goodwill, we have agreed to re-stretch the carpet as a one-time courtesy at no cost to the customer

We appreciate the customer contacting us regarding his concernsWe have been attempting to reach the customer via telephone and email to advise that we will honor the requested discountWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding her concerns We have spoken with the customer and offered a partial refund with a signed agreement, and the repairs were completed on November 6, 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 to the customerWe have offered to replace the tile flooring for customer satisfaction and goodwill at a deep discounted cost to the customerThe customer has accepted and replacement is scheduled for May 1, We appreciate the customer’s feedback and look forward to amicably resolving this matter

I called Empire for a free estimate.....A representative came to my home on 11-17-and gave me an estimateI was very pleased with the price and the new wood laminate floor that I had chosenI scheduled the installation to be done today, 11-21-The representative, David, and I went over payment options and I decided to financeMy Daughter and I discussed the possibility of financing earlier in the day and she wanted to finance in her name if we went that direction, to build her creditHowever, she was at work when David was here to get her information for the credit checkSo, David asked that she text him her information no later than 11-18-2016, he would run her credit then and we would go from thereThe next day my Daughter called him because she was uncomfortable texting her information and SS numberThere was no answer so she left a voicemail asking that he call back as soon as possibleAfter waiting most of the day for a return phone call from David, she texted him the information that he needed because It was getting late and she had to go back to workWe were told that if he didn't have that information on the 18th that I would lose that estimate and I would not be able to have the floor installed before ThanksgivingI have family coming to stay with us for Thanksgiving, so it was very important to us to have the installation complete as there is only a sub-floor in our livingroom at this timeAnd this is why my Daughter went ahead and texted all of her information even though it made her uncomfortableShe never received a text, phone call, or voicemail that night or the following dayI called him twice over the weekend and never received a call backI texted him......still no responseI had no idea if we were getting the floor or notMonday morning, two men came to install the floorWe were so happy, and excited! We started moving the furniture out of the living room and the two gentlemen started to bring to floor inThen, one of the gentlemen stopped bringing the floor in to get me to sign some paperwork, as I was signing he asked for the entire balance to be paid up frontMy heart sank and I told him that it was to be financedThere were no notes in his paperwork stating that, so he called his supervisor who also stated that there was nothing indicating that I, nor my Daughter was planning on financing the floorAt this point the tears started and I couldn't stop them to save me lifeOne of the gentlemen made a phone call to a representative and handed me his phoneI told him everything that happened leading up to this point, I'm not sure how much he actually understood because I just couldn't control my cryingHe tries to call David but there was no answerHe calls his supervisor who tries to call David, still no answerHe then tells me that someone will be calling to try and resolve thisThe two men leave but promise to come back today if it is resolvedI waited for two hrs......no one calledSo, I call the number and speak to someone....she tries to call David and as usual no answerShe then tells me that a supervisor will be calling meThat was two hours agoIt has now been four hours since they left and I have given up all hopeI'll be calling my family to call off our plans for ThanksgivingI can't have them over when I don't have a floor in the living roomIt's ugly and I'm embarrassed by itIt's been years since Ive seen some of my family, I just can't have them over with my home looking like thisI'm hurt, I'm disappointed, I'm mad, and I'm frustratedI've heard good things about this company but my experience has absolutely been terrible and at this point, I don't even want them to install the floor, they have lost my trustI will not be recommending this company to anyone and will tell anyone who asks what my experience wasI have never dealt with a company so unprofessional that they would rather leave a client in tears and in limbo rather than return a phone call

We appreciate the customer contacting us regarding her concerns We regret the delay in completing the installation and any inconvenience that occurred as a resultWe have spoken with the customer, and the installation is scheduled to be completed on November 14, Additionally, we offered a partial discount for customer satisfactionWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have offered to replace the damaged boards under the warranty at no additional cost to the customerThe customer requested replacement with a wood floor, and we quoted the customer a discount price to replace the laminate with wood

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and the repairs are scheduled for November 21, We appreciate the customer’s feedback and look forward to amicably resolving this matter