Empire Today, LLC

We appreciate the customer contacting us regarding their concerns.We installed per contact and have reviewed the installation several times at the customer's requestNo defects or deficiencies have been found.For customer satisfaction and goodwill, we will reimburse the customer for the cost of
re-hanging the closet doors

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 local office spoke with the customer and advised do not install trim with carpet; there was no charge for trim on the order.We thank the customer for their feedback

Complaint: ***
I am rejecting this response because:the company sent a repair person out who was unable to make the repairWe were
told to expect a call the same or following dayTo date we have not been contacted by empire today regarding our next steps in the processAt this time no resolution have been given for our situation.
Sincerely,
*** ***

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

We appreciate the customer contacting us regarding their concernsService was completed on July 13, We thank the customer for their feedback

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 concernsReplacement was completed as agreedWe thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns Service was completed on August 20, 2016, under warranty at no cost to the customerWe appreciate the customer’s feedback regarding their order and service

We appreciate the customer contacting us regarding their concernsService was completed to the customer’s satisfactionWe thank them for their feedback

We appreciate the customer contacting us regarding his concernsThe repairs were completed on March 17, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns.As the customer requested, we have canceled the order and issued a full refund for the deposit paymentWe thank the customer for their feedback and look forward to working with them on future home improvement projects

We appreciate the customer contacting us regarding their concernsWe have cancelled the order per and refunded the deposit the customer’s request. We appreciate the customer’s feedback and consider this matter resolved

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 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

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 appreciate the customer contacting us regarding their concernsThe local office has contacted the customer and scheduled an independent inspection of the installed carpet

We appreciate the customer contacting us regarding their concerns. We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the luxury vinyl plank flooring. We appreciate the customer’s feedback and look forward to
amicably resolving this matter

Complaint: ***
I am rejecting this response because:Empire Today Flooring company seems to still not understand the full situation and impact of their poor quality and customer service. I have explained to them several times that at the time of this complaint just one month after installation, 2/of the entire carpet and laminate flooring became defective. They should know this since they sent several people to our house to observe and photograph the products. The people who came to our house agreed that the carpet was defective and Empire later on agreed that the carpet was defective. In addition, Empire Today Flooring sent someone to our house to look at the laminate floor that was defective. Again, the person agreed that the floor was defective and should be replaced. The scary part is that Empire Today Flooring has no record of this ever occurring.In general, under most any other circumstance, we would gladly accept a full replacement as Empire offered. However, due to the following reasons, we would be foolish to welcome another Empire product into our house. The reasons are simple: The entire upstairs carpet brook down after only one month, Empire lost the records of their representative diagnosing our laminate floor defective, Customer service has taken weeks and often months to return our phone calls, it has taken months and counting for Empire to try to understand our situation, Empire does not accept responsibility they instead blame the manufacturer.Therefore, based on all the circumstances listed above, we feel accepting a replacement carpet would be foolish since Empire may not stand behind it again. So, we are trying to simply ask for a 50% refund even though 68% of the purchase is defective. Empire Today's offer of a 33% refund is not suitable, insulting and is very insensitive to the stress they have put us through.Please be professional and reconsider a 50% ($2200) refund so we may move on
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsReplacement was completed on March 27thWe thank the customer for their feedback