Empire Today, LLC

Complaint: ***
I am rejecting this response because:In addition to the full refund I also want $for all the trouble and expense I have gone through since August 19, Waiting for up to hours and Empire does not show up for the scheduled completion (times)Damage to my home: carpets had to be shampooed; the new floor had to be cleaned; walls, counters, tubs, toilets, doors and appliances had to be cleaned; toilets still need to be pulled, resealed and re-installed ( I have submitted estimates for this repair twice) litter had to be picked up from my driveway and yardI lost time (waiting for workmen who did not show & getting estimates for the same repairs twice) at work so therefore I lost wagesCountless time spent on the phone and faxing and e-mailing only to be told they didn't have the items and had to do it all over againWaiting for days to hear back and when I finally talked with someone at Empire they hadn't listened to the voice mail or read the e-mail and would look it up as I was on holdThe embarassment of having family and friends over for Christmas celebrations on a bare subfloor that Empire had said would be taken care of in a week and six weeks later it is still bare and then Empire reports that the job is complete without ever talking to me or returning my phone call in which I left a message telling them for the 3rd or 4th time that it was NOT completeThe aggravation and frustration of this project has been off the chartsNo amount of money will take care of thatNo company should be allowed to treat customers like this, hold their money and not complete a job to the customer's satisfaction
Sincerely,
*** ***

We appreciate the customer contacting us regarding his concernsThe window treatment order has been cancelled, and the refund has been processed We have spoken with the customer, and the molding installation is scheduled to be completed on February 10, We 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 meHowever I'm still upset that it took months to get the floor fixed and myself wasting days of staying home all day on appointments made by Empire only to have nobody show up and not compensate me for my timeThis has been the worst customer service that I have ever dealt with in my life timeI hope these comments get some heads rolling to improve their customer service.
Sincerely,
Gary ***

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,
William ***

We appreciate the customer contacting us regarding their concernsInstallation was completed on the rescheduled dateWe apologize for any inconvenience this causedWe thank the customer for their feedback

The regional manager spoke with the customer on January 4th and offered to replace the bedroom carpet with removal of the laminate flooring under warrantyFurther, we have offered to discount the order for inconvenience The customer asked to review with her husband and we look forward to
their positive reply to our offer

We appreciate the customer contacting us regarding their concernsThe local office has spoken with the customer and scheduled a resection appointment

Complaint: ***
I am rejecting this response because:
To suggest that this company is not bankrupt, is a show of total disregard for a customer as I called the company who took them over and they said they were bankruptThis proves that Empire has not even tried to resolve this issueThey have simply saw that my balace has been paid, theyh have got their money and simply have no regard to honor their claims that my carpet would be replaced as SEVERAL of their associates have promisedIn addition, Empire has STILL REFUSED to provide me with direct contact information with anyone at their corporate levelI have yet to speak with a corporate level supervisor as I have asked many timesThere is a reason that Empire does not want this to happen, because they know they are in the wrong, and do not to be bothered with providing customer service, only scamming good peopleHowever, they will not get another dine from me, my family, or friendsDue their gross negligence, inferior quality product, and below poor customer service, I wish to have the following remedies: my carpets immediatey replaced, a direct contact from a corporate level supervisor, and refund of all carpet cleaning expenses immediatelyBut if this company chooses not to, at least it is on a public website, that I will share everywhere I possibly can, that they did wrong and continue to justify their scams, and below poor customer service with not even a supervisor contact. Sincerely,
Christopher ***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***It is very important that the company understands that customer service is the bones of any company offering services.I trust Empire Today appreciates thisMy concern was poor customer services (communicating dates and inappropriate repair services) as noted in my initial complaintThere are many competitive services in my areaPlease note the install date was May not the 4thThe warranty as mentioned in your response was not the issueLack of paperwork, initial invoices never left with customer and because workers were not able to complete the work/ scheduling this work span and 1/weeks..Yes, after much discussion I finally spoke with a manager, convinced her to understand the issues at handWhile I did not receive the exact compensation I'd hoped for I accepted the refundSometimes customer satisfaction gets lost in the full scope of things such as the (services) professionally and satisfactorily rendered.. Thank you for listening to my concerns, we will surely move on and be twice as judicious.Sincerely, Mrs***
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and have filed a manufacturer warranty claim on the customer’s behalfOnce we have a response from the manufacturer we will discuss the claim with them. We appreciate the customer’s feedback
and look forward to amicably resolving this matter

The local office is actively working with the customer and their daughter to schedule a mutually convenient date for service

We appreciate the customer contacting us regarding their concernsThe agreed upon refund was processed on December 19, Please allow 7-business days to be receivedWe thank the customer for their feedback

Service has been scheduled for September 22nd

The local office spoke with the customer and was able to reach an amicable resolution to the concernsWe thank the customer for their feedback

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and confirmed that the repair was completed on February 15, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe conducted an inspection of the installation. We have reached out to the customer to offer replacement of the bedroom, but have not been able to finalize a date of replacementWe will conduct the replacement of the bedroom
at the customer's convenienceWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because:It wasn't as
though this was a simple form of miscommunication, this continued over timeHorrible customer service, inconsistent and dishonestYes, almost a WEEK later they came to complete my hall which was a part of the original purchase and the addition of the masterHowever, my additional concern when their contractors came back to finish the job, it was new peopleThat is now strangers that know where I live; I don't appreciate thatI was told when I signed my contract with your representative that one contractor completes their work because they would be responsible for follow upWhy would you send two new people to one finish someone else 's job that wasn't completed (hallway) and two not inform me it would be new peopleYou've done flooring in 75% of my house and although the contractors weren't a problem, you were and your the companythe other issue the day work was completed was the cost of the bedroom to be done; after talking with a lady the day before, she agreed to take $off the total, but not adjusting the taxes chargedthe contractor arrived with the old price and we both had to call several times; he continued to get disconnected and we would both get people that didn't know how to do anythingFinally I told someone to look at the notes and it appeared; then had to wait on hold again while she documented itAgain you all should be ashamed of yourselves and because of how you handled me as a customer I wouldn't consider this resolved at all and would NEVER refer you to anyone else! Regret allowing you back in my home; you don't deserve me as a paying customer again!
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concerns
The order has been refunded per the customer’s request and all payments are in process of refunding by checkWe apologize for any inconvenience

We appreciate the customer
contacting us regarding his concernsWe have spoken with the customer and
offered to complete the restretch at no cost, as a customer courtesyThe
customer accepted this offer, and the service is scheduled for December 31,
We appreciate the customer’s feedback
and look forward to amicably resolving
this matter