Empire Today, LLC

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 concernsThe local office has been working with the customer with regard to the carpet claimUnfortunately we do not have the cleaning information in order to file a claimAs an alternative we have offered replacement at a greatly discounted rate for customer satisfaction and goodwill

Complaint: [redacted] I am rejecting this response because: The order WAS NOT scheduled for November 23rd It was RESCHEDULED for November 23rd when Empire failed to come thru on what we paid for We paid to have laminate and carpet installed on the 19th of November Our moving truck was to arrive on the 20th We paid $4,to have the installation on Saturday the 19th, before the moving truck, so we could properly move in We were never told the laminate and carpet contractors would be separateFurthermore, we were never contacted about the carpet contractor pulling out of the job for Saturday It wasn't until we called Empire that they told us what was happening This was after we confirmed with them the day and week prior The customer service was less than helpful They were continuously flip When I got in touch with the business (before the Revdex.com), they continued to say there was nothing they could do This is unacceptable We expect more than just $as compensationThey failed on their end We want more money back Sincerely, [redacted]

We spoke with the customer, and the repairs were scheduled for December 28, Some of the repairs have been completed, and we are scheduled to repair additional areas on January 4, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsPer the customer’s request, the order has been canceledWe have refunded the full amount of the deposit payment back to the original payment methodWe thank the customer for their feedback and look forward to working with the customer on future home improvement projects

Complaint: [redacted] I am rejecting this response because: they have no idea of customer service I had these floors installed in November and they didn't finish the job correctly Came out several times and didn't fix it Didn't even order the correct materials to finish the job Actually received a phone call from Empire on Monday offering me a discount on my next job with them Asked them why I would ever hire them again or recommend them????????? Sincerely, [redacted]

We appreciate the customer contacting us regarding their concernsThe local office recently spoke with the customer and verified that everything was completed and they are satisfiedWe appreciate the customer’s feedback

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10965419, and find that this resolution is satisfactory to me, provided I receive the credit within 3-business days Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:In regards to their comment "The customer chose a vinyl plank product and the local office is working with the customer on their cost of replacement." They came out to try to install this product and the Installer would not install it due to moisture which the Product is supposed to be handle so we were left with no floor and the Installers left The office at Empire has been very hard to communicate with and it's like pulling teeth to get an email or call back This has been a very stressful process, we have tried calling everyday and finally got a call back today 6/early morning by Krystal and she said she would call me back after checking with the Santa Fe Springs officeQuinton Hall was handling this case beautifully at the beginning of this case but he's not returning our calls At this point, we may just request a refund for our original floor that is missing(vinyl) we bought back in Sept which Empire pulled up to try to repair and they never came back to repair it again We just want a floor for our two little girls to be able to walk on and for this stress to be over Sincerely, Amanda [redacted]

We thank the customer for their feedbackThe agreed upon accommodation has been processed to the customer’s credit card used for payment

We regret any miscommunication that occurred regarding scheduling the installation, as well as any inconvenience that occurred as a resultWe 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] According to my credit card company this dispute has already been resolved Thank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: A representative called, and left a voice message while I was at work on Friday. The representative stated they would call back on Monday (yesterday), and did not call as promised. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: we never told anyone this was done and we were satisfiedThey liedIt is the most horrible customer service I have ever experiencedI never had so many people hang up on me I would never refer this company or use them again Sincerely, Elizabeth [redacted]

We appreciate the customer contacting us regarding their concerns.The local office contacted the customer and is fully replacing the installed flooringWe thank the customer for their feedback regarding their experience

Complaint: [redacted] I am rejecting this response because: WOW!...this company clearly shows NO "big deal" to their negligencethis company does not CARE about how they operate once the contract is signedI will spread the message about the "don't care" attitude of EMPIRE FLOORING especially corporate Sincerely, [redacted] ***

We appreciate the customer contacting us regarding her concerns We have spoken with the customer and offered a partial discount with a signed agreementThe customer accepted this offer, and the repairs are scheduled to be completed on November 30, We 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 October 17, We thank the customer for their feedback

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, Marc [redacted]

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and Empire price matched the entire contact amount to equal the overall quote from Home Depot We do not price match individual line items We appreciate the customer’s feedback and consider this matter resolved