Empire Today, LLC

Complaint: ***
I am rejecting this response because: Business STILL did not do enough to remedy issues addressed
Sincerely,
*** ***

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 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 concernsReplacement was completed as agreedWe 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,
*** ***

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 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

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered a replacementThe customer accepted this offer, and the replacement is scheduled for October 27, We appreciate the customer's feedback and look forward to amicably resolving this
matter

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

The local office spoke to the customer by telephone. The customer elected to cancel the remaining bedroom and we have adjusted the order and amount charged to reflect the changesWe have also processed a discount for the inconvenience

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

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

Service was completed as agreed on July 26thWe apologize for any inconvenience this matter caused the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, the appointment was unexpected (I setup an appointment weeks later) but the transitions were installed. The 3/round ends are not pretty but I wasn't knowledgeable enough to be specific in the order. I can ask for nothing more contractually. Read your contract.
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the service was completed on June 16, We need to schedule one additional repair of a transitionWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and completed services on June 29, We appreciate the customer’s feedback and consider this matter resolved

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

Initial Business Response /* (1000, 5, 2015/08/18) */
We appreciate the customer contacting us regarding her concernsThe repairs were completed on August 17, We have also spoken with the customer and agreed upon a partial refundWe appreciate the customer's feedback and look forward to
amicably resolving this matter

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