Empire Today, LLC

We appreciate the customer contacting us regarding his concernsWe have been attempting to reach the customer via telephone to discuss the results of the third party inspection, but we have not yet been able to speak with himWe look forward to hearing back from the customer and reaching an
amicable resolution

Complaint: ***
I am rejecting this response because: as of July 26-I I am still living with the carpet unfinished
and my transition to the new laminate floor still damaged Several people have looked at the problems but no one has fixed anything!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: no one ever addressed the fact
that because the work was not done right in the 1st place I was inconvenienced with my daughter not having a bedroom which was a huge inconvenience for the whole house being all of her things were all over the houseEmpire should have done the work right the 1st time I think Empire should at least give me a discount for the inconvenience and hassle this was
Sincerely,
*** ***

We appreciate the customer’s feedbackWe are ready, willing, and able to schedule service at the customer’s convenience

Complaint: ***
I am rejecting this response because: I am still waiting to hear back from the company regarding
a refund/compensationIt took this company over months to resolve my issue from the first time I filed a complaintThey hired a company that did not lay the floor correctly, which I provided pictures ofAn inspector also came out to look at the floor to determine what needed to be doneWhile my floor has finally been repaired it took months of back and forth not to mention the scheduled appointments that were cancelled on the day ofCompanies showing up with the incorrect flooring and one trying to convince me to just replace itCompensation, is needed in this caseAnd with all things considered I believe 50% of the entire order is fairIdeally I would like a full refund, but I am sure they would fight me tooth and nail for another monthsI just want this whole ordeal to be over with.
Sincerely,
Lisana ***

","sans-serif">We appreciate the customer contacting us regarding her concerns
We regret the delay in completing the installation, and any inconvenience the
occurred as a resultThe installation has now been completed, and we also
offered a partial discount for customer satisfactionWe appreciate the customer’s
feedback and look forward to amicably resolving this matter

We would be happy to schedule inspection at the customer's earliest convenienceAs this was installed in December 2015, we are pulling the contract documents from storage

We have offered to reinstall the carpet in multiple ways to minimize impact of seam but customer has declined all optionsFor customer satisfaction and goodwill, we have agreed to a partial refund

Complaint:
***
I am rejecting this response because:Simply giving back my deposit, which was my own money, does not make up for the time and money I lost that day of not workingI am a hairstylistIn the middle of my busy season, I moved around my appointments to accommodate Empire to come out to install my floorsI work hard to be able to provide for my familyThere was no communication from the company, therefore I missed out onmaking $plus that dayIf the company had communicated with me at the beginning of the day to inform me that my original installer had not shown up for Work that day, I could of moved my schedule around to accommodate a different daySimply telling me that my deposit has been refunded and I had cancelled my order, is not fixing the issue at handI received HORRIBLE customer service from EVERYONE I talked to that day, excluding one woman, who was extremely niceI work extremely hard for my customers and I expect, from a big corporation, to do the same with their customersI do not think empire realizes the magnitude of how inappropriate the employees actually treated meI have worked hard to rebuild my credit and to be approved for new flooring was a big deal for meThis is unacceptable and empire needs to hold their employees accountable for the inappropriate behavior that they have displayedI have told every person of my experience that I have come in contact with and your company will not be used by them in the futureThis whole situation was handled poorly and it still is being handled poorly.
Sincerely,
Jennifer ***

We appreciate the customer contacting us regarding their concernsWe have agreed to a monetary accommodation which was processed on April 30, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace under warrantyThe customer accepted this offer, and the replacement will be scheduled at her convenienceWe 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 Sunday September 10thWe thank the customer for their feedback

Complaint: ***
I am rejecting this response because: Once they remove the
laminate from my home, they are leaving me with a bare floorI am rejecting this because if they have no intention of fixing the floor correctly, they need to leave my floors as they found them, with carpetThey are now offering to install the floors the way they were supposed to with warranty, but I now need to take another 2-more days off work for them to do anythingAnd they want me to sign a disclosure BEFORE they do any work saying how I will not seek action against them now or everThis leaves me with no recourse in the event they do the same work they did this timeI have no problem with them coming and removing their flooring from my home, but they need to replace my floors with something.
Sincerely,
Rosietta Gadson Jennings

The refund has been processedWe have left the customer a
message advising of this, and per her request, we have also sent her an email
with a copy of the contact and the refund transactionWe appreciate the
customer’s feedback and look forward to amicably resolving this matter

Initial Business Response /* (1000, 5, 2015/10/13) */
We appreciate the customer contacting us regarding her concernsPer the customer's request, we have been in contact with her via emailWe look forward to hearing back from the customerWe appreciate the customer's feedback and look forward to
amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We came to an amicable agreement

We have informed the customer that this has been submitted as an insurance claimThey will receive contact regarding the claim

We appreciate the customer contacting us regarding their concernsThe local office has discussed with the customer to schedule service after the 1st of March

We appreciate the customer contacting us regarding their concerns. The regional manager spoke to the customer on October 27thWe have agreed to replacement with a discount in exchange for a signed agreement

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,
Glenn ***

The local office has spoken with the customer and offered replacementThe customer wishes to re-select the style and color and we have scheduled an appointment with the customer to review samples