Empire Today, LLC

Thank you for contacting us regarding your concerns. The customer’s laminate floor was installed in April We reviewed the current issue, and found the flooring to be damaged by pet urineUrine damage is not covered by warrantyWe have offered replacement at a reduced cost with a vinyl
flooring option for customer satisfaction and goodwill

We appreciate the customer contacting us regarding their concernsWe recently contracted for an independent inspection of the installed floorNo manufacturing or installation issues were foundMoisture issues have affected the installed flooring, causing it to “cup.” Such damage is not covered by
warranty

The local office spoke to the customer on November 18th and agreed to a discount to settle the claimFurther, we will replace the carpet & tack stripThe customer has scheduled service for December 1stWe thank the customer for their feedback

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,
Karen *** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
Mikelle ***The business does not understand my concerns regarding moving of furnitureMy husband and I are and years oldLast time we moved the furniture for Empire it cost us $in MarchHow is the work to be done if they will not move it without charging us more moneyWe have discussed this and they just do not understandI am not able to move heavy furniture and cannot afford to pay them or anyone elseWe seem to be stuck in a bind with this companies ideasMikelle

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 as long as the appropriate repairs takes placeWe remain hopeful after meeting with MrChris ***, Satellite Operations Manager.
Sincerely,
Craig ***

We appreciate the customer contacting us regarding their concerns. We have agreed to reimburse the customer for out-of-pocket repairs made to the installed floorWe appreciate the customer’s feedback on their order

We appreciate the customer contacting us regarding their concernsThe local office spoke with the customer and, while not on the contract, offered to install the foyer at no additional cost for customer satisfaction and goodwillThe customer advised that she had the area completed by another
companyWe thank the customer for their feedback

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,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and come to terms on a monetary accommodation We will also schedule the service to be conducted after June 28, per customer request. The customer also requested we provide
a quote for luxury vinyl plank, which we will provide on June 27, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsCustomer was installed with laminate flooring in September In January 2017, the customer contacted us and advised there was a flood in the home, damaging the installed flooringBased on review, a significant portion of the
floor was ruined by the flood and required replacementIt is our understanding the customer placed an insurance claim, which included the flood damaged flooringThe customer then placed another order for the same style of flooring in March Notes on the new order indicate the home needed significant renovations and the installation was postponed by the customer multiple times to allow for the renovation to be completedThe customer eventually scheduled the new flooring installation for April 17, During the course of the replacement in April 2017, it was found the locking tongue/groove was not holding correctlyA manufacturing claim was made and new flooring found to be defectiveSubsequently, we installed with an upgraded style of flooringThe customer never had any complaints regarding the original flooring installed in September and no claims were filed on the original flooringWhen the customer was asked, the customer initially advised that their insurance carrier covered the damaged flooring, then indicated they were not 100% sure on paymentWe have offered to review with their insurance carrier but no information had been forwarded by the customer

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,
*** ***

The local office has agreed to replace for the customer’s cost of labor onlyA sales rep will meet with the customer on April 23rd for the customer’s new selection

We appreciate the customer contacting us regarding her concernsWe regret that the installation was not completed as scheduled, and we are offering a partial refund for the inconvenienceWe conducted an inspection on October 26, and determined that there are not any issues with the
installation, and the majority of the job has been completedAs such, we cannot remove the floor, and we are offering to complete the installation as contractedWe 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 advised that we will have an inspection conducted by an independent, third party inspection companyOnce we receive the inspection report, we will follow up with the customer to discuss the results
and possible solutionsWe 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,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled replacement for August 19, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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,
Jon ***

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,
Rose ***