Empire Today, LLC

We appreciate the customer contacting us regarding their concernsPer the customer’s request, we have canceled the order; the financing account will not be chargedAs no deposit was paid, no refund is dueWe look forward to working with the customer on future home improvement projects

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the accommodation we offered has been processedWe appreciate the customer’s feedback and look forward to amicably resolving this matter

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

Complaint: [redacted] I am rejecting this response because: This is not a plumbing issue The complaint is not directed toward the labor that was performed in installing the LiningOver time the Liner over the original tub, became unstable, moving back and forth as I shower, or not secured to hold my lbsas I showerFYI: I am the only person using or bathing in the tub Sincerely, [redacted]

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

Complaint: [redacted] I am rejecting this response because: Nobody has contacted me via phone, email or us mail and offered any type refund of any amountI have not heard anything from Empired at all or since they sent a salesman to my house to get me to agree to some carpet being installedAgain I asked for a refund and as they agreed to replace monies spent to clean carpetThat’s been a year ago that corporate offered to reimburse for expendured Nobody has contacted ed me since November from what I remember And exact date I’d have to look upI’m sure they have my contact information Sincerely, William [redacted]

Service was completed as agreed on March 1, We appreciate the customer's feedback

The sales representative and the installers were knowledgable and informative I am very satisfied with the end product

Complaint: [redacted] I am rejecting this response because:The job was complete finally but the manager on duty never called me back after a rude conversation with Emily 4/26/It was a simple request and it was disregardedI had to wait weeks to finish the second part of the project, I had to remain home another dayI asked for compensation of $No one ever apologizedWe were ignored when called with the exception of Krystel (sp?) who was always very helpful but apparently worked just the phones and not part of Dallas officeWe would appreciate the courtesy of a call back in April from a manager and not always having to pursue as the customerWe are satisfied with the installers who were excellentHowever, because we never received the requested call from a manager after speaking with Emily, we will leave this as a completed project but not satisfied Sincerely, Ron & Luanne [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Empire has told me in three separate occasions that they would return my callFirst they said that they had to talk to the salesman to make sure the window treatment was a gift, part if a promotion since I accepted the flooring offerThey never called me back, that was more than a month agoThen another person called and said they wanted me to explain the situation to them a second time and that they would return my call the next dayThey dint return the all the next dayI've called and left messages but I don't believe that Enpire wants to right their wrong

We appreciate the customer contacting us regarding her concernsWe regret the delay in completing the installation and any inconvenience that occurred as a resultWe have spoken with the customer, and the installation has now been completedWe also offered an additional accommodation for customer satisfactionWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Because I got no where with them, I have read bad reviews and as far as them saying we don't call back I will list it belowWe have left numerous responds on a "cathy's" voicemail to call after 4:pm as we both work.She insists on calling when no one is homeI want to resolve this matter as it is almost monthshere are my call backs: and there are more [redacted] ###-###-#### UNAVAILABLEPLACEDYesterday5:13pmDuration: 55s [redacted] ###-###-#### UNAVAILABLEPLACEDTuesday4:51pmDuration: 56s

We appreciate the customer’s feedbackWhile we believe the flooring can be repaired, for customer satisfaction, we will fully replace with the same style of flooring under warranty at no cost to the customerThe upgraded laminate flooring the customer selected is the most costly laminate flooring we carry We can upgrade the flooring to this laminate with the customer paying a reduced cost for the upgraded material, $2,800, in exchange for a signed Agreement.Regardless of the flooring option selected, we recommend window treatments or adding a UV filtering film, which is readily available at home stores, to protect the new flooring from direct sunlightNo hard surface product is warrantied for heat coming from direct sunlight

We appreciate the customer contacting us regarding their concernsThe local office has engaged the customer and is scheduling the needed repairs

Initial Business Response / [redacted] (1000, 10, 2015/09/24) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer regarding the installation issues, and an inspection is scheduled for September 29, We appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) the wood floor installation is not the problem, the problem was the lack of information the salesman had when selling me the productsHe also over charged my credit card that took me phone calls to finally correctHe sold me hard wood flooring that would not fit and I had to discuss with the installers for hours, then reschedule the salesman to come over again and order the right materialHe also sold me carpeting that the company could not installI had to contact another company to order my carpeting and I had to pick it up and install it myselfMy time is worth money and I spent plus hours to resolve this matter$should cover my time and frustration Final Business Response / [redacted] (4000, 14, 2015/10/01) */ We have spoken with the customer and agreed upon a partial refund with a signed agreementWe appreciate the customer's feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (2000, 16, 2015/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We appreciate the customer contacting us regarding her concernsWe regret the delay in completing the installation and any inconvenience that occurred as a resultThe installation has now been completed, and the customer is satisfiedWe appreciate the customer's feedback

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

We appreciate the customer contacting us regarding their concernsWe have spoken with the customerThe boards the customer has stated he does not desire are a natural characteristic of the hardwood he has installedWe are in current negotiations with the customer for a possible monetary accommodation to the order for customer satisfaction and goodwillWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsService was completed on August 5, and we have confirmed the customer is satisfiedWe appreciate their feedback