Empire Today, LLC

We appreciate the customer contacting us regarding their concerns. We have informed the customer that the warranty claim has been denied due to lack of proof of professional cleaning during the first two years of installationThe installation warranty expired March 14, We have offered a
monetary accommodation for good will and customer satisfaction to the customer so she may have a local contractor stretch the carpet. We closed operations in the customer’s area and are no longer able to provide servicesWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns The customer originally contracted for vinyl flooringOn the scheduled date of installation, the installers found moisture in the subfloorAs such, the installation could not proceed as scheduled The customer
re-selected to ceramic tile flooring at a different cost, and installation was completed as agreed with the new style of flooringWe followon August 26th to install trim; all services were completed as agreed We appreciate the customer’s feedback on their order

The local office spoke to the customer and scheduled a sales representative to meet with the customer today, December 11, and assist with the financing process

We appreciate the customer contacting us regarding their concerns A check for $was processed and is being mailed to the customer for the purchase of the transitions/moldings. We appreciate the customer’s feedback on their order

We regret the customer is inconvenienced by the inspection processWe have contracted for an independent inspection of the installed carpetWe do not schedule for the independent inspectorsPlease make arrangements with the inspector to have the review completed at a mutually convenient time

We appreciate the customer contacting us regarding their concerns.The local office has contacted the customer and installation was completed on March 23rd & 24th

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and agreed upon a partial refundWe 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 ***, and find that this resolution is satisfactory to me
Sincerely,
Cheryl ***

The local office has reached out to the customer to schedule inspection at the customer’s earliest convenience

We appreciate the customer contacting us regarding their concernsThe initial refund check was sent to the Ohio installation address on the orderThat check was voided and a replacement check mailed to the customer’s address in Florida

We appreciate the customer contacting us regarding his concerns
Laminate floor was installed in Feb ;in June the customer contacted us regarding the floor bucklingWhile the one (1) year labor warranty had lapsed, we reviewed at no cost to the customerOur review found high
moisture in the damaged areas, possibly urine damageWe have offered repairs at the customer’s cost if the material is still available from the vendor

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the service was completed on April 21, We appreciate the customer’s feedback and consider this matter resolved

The local office contacted the customer and scheduled service to the installed carpetService has been completed as agreed.We appreciate the customer’s feedback on their experience

We appreciate the customer contacting us regarding their concerns. Service was completed on November 2ndWe thank the customer for their feedback

We appreciate the customer contacting us regarding their concernsWe have requested an independent inspection of the installed flooring, at no cost to the customerThe inspector will contact the customer directly to schedule

We appreciate the customer contacting us regarding their concerns.The service charge was for non-warranty service due to the customer’s vacuuming causing a run.Service was completed as agreed on December 30,

Complaint: ***
I am rejecting this response because: I will wait to accept, I need to see what happens further before I accept and close this complaintScheduling an inspection is not sufficient enough of a resolution for me to be satisfied yet
Sincerely,
*** ***

Service was completed on April 28, We appreciate the customer’s feedback and consider this matter resolved

Initial Business Response /* (1000, 5, 2015/08/20) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the *** and offered a partial discount for the delayWe will contact the customer as soon as the window treatments arrive to schedule the installation at
his convenienceThe customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response from business has been satisfactoryShould the product ordered not arrive or be installed on time, another complaint will be filedFor right now this is satisfactory
Final Consumer Response /* (3000, 12, 2015/08/31) */
This is my second time filling a complaint for the same issueFirstly the customer service for this company is horrible, no follow up, no contact, no communication
Window treatments were finally installed after being delayed however the product received was not what was promised during the ordering stages
Window treatments for a skylight in a ceiling that is 13-feet highWhen ordered I was informed that the window treatments would come with a rod that connects to the treatments so they can be opened or closed without the need for a ladder or other equipmentHowever when installers came to install, I was told that the rod needed to be ordered separately at an additional cost!!! What???? Really??? That is not what I was told when I placed the order
Now days later I still have not heard back despite placing numerous phone callsNo follow up call despite being promised a call to check on how the install went
I am so unhappy and disappointed with the service of this company it is truly unbelievable
Final Business Response /* (4000, 14, 2015/09/04) */
We have been in contact with the customer and advised that the extension rod has been ordered, and it will be sent to her directly at no costWe appreciate the customer's feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because: Our carpet issues we fixed, but we have not received any information regarding the
final price of the carpetWhen we discussed with Diane at the Cleveland office after our original issues, she said on November 22nd that she would go to bat for us and talk with her manager about what we could do about the price of the carpetShe told us she would call back on Friday, November 24thShe did call, but with no response from her managerShe promised she would call back the following Wednesday on November 29thShe never called backSince that time, we have dealt with an entire Saturday no call no show to fix our carpet in which we moved our furniture again, and another day off work to meet with a new contractor who we moved furniture for, but he told us the whole installation needed replacedThen we scheduled that installation and Empire sent the original contractors whom we were told would not be working at our house againThey then proceeded to argue with us and said they could fix the errors instead of replacing the carpet because they did not want to replace it even though that was their work orderWe again had to spend a long time on the phone with customer service.
Sincerely,
Sharon ***