Empire Today, LLC

We appreciate the customer contacting us regarding their concerns.Per the customer’s request, the order was canceled and the deposit payment refunded in full refunded to the credit card used for payment

We appreciate the customer’s feedbackThe installer took up the existing floor in accordance with the contracted work, however the plywood underneath is in such bad shape that the staircase needs to be rebuiltThis is outside of what a flooring company does as this is structural defectsWe have
recommended that the customer have a contractor familiar with such work and permits address the concernsOnce completed, we would be happy to move forward with the flooring installation

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and have placed an order for the necessary parts needed to repair the window treatments. The parts will be shipped directly from the manufacturer to the customer with “how to” instructionsWe
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 the carpet installation was completed on June 4, We appreciate the customer’s feedback and consider this matter resolved

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

We have spoken with the customer and offered to replace the affected areas with a signed agreementThe 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

Replacement was completed as agreed

We appreciate the customer contacting us regarding their concerns Per the customer’s request, we have canceled the order and fully refunded the deposit payment to the customer’s credit card We appreciate his feedback regarding his order and hope to work with the customer on future
home improvement projects

We appreciate the customer contacting us regarding their concerns
The damage to the installed floors are caused by the customer’s petsThis type of damage is not covered by warranty
On July 14th, the local office contacted the customer and offered to work with the customer’s
cost of replacement by extending employee pricing as a courtesyWe have offered to send samples for review, but the customer advised they are in the process of other home improvements and will not be ready for flooring until the next year
We look forward to working with the customer on her future flooring project

We appreciate the customer contacting us regarding their concernsPer the customer’s request, we have canceled the orderNo deposit was left therefor no refund is dueWe look forward to working with the customer on future home improvement projects

We appreciate the customer contacting us regarding their concernsWe have reviewed the account and found no discrepancy with the order; the correct carpet was installed per the purchase order contractWe regret the customer is dissatisfied with their carpetWe have offered to replace at a
discounted cost

We appreciate the customer contacting us regarding their concerns
Per the customer’s request, we have removed the stair refacing portion of the order and adjusted the price accordinglyFor customer satisfaction and goodwill, we have offered to refund the financed amount of the price 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,
*** ***

We have attempted to reach the customer to come to a monetary accommodation agreementWe hope to amicably resolve this matter

Initial Business Response /* (1000, 5, 2015/09/04) */
We appreciate the customer contacting us regarding his concernsWe regret the delay in receiving the customer's productWe have spoken with the customer, and per his request, the order has been cancelled and the refund of his deposit has been
processedWe appreciate the customer's feedback

We appreciate the customer contacting us regarding their concernsWe regret the issue with the stair nose colorThe flooring manufacture does not make accessories such as stair nose and occasionally the colors will not match. We have attempted to source a vendor who can match the color of
the flooring without successWe have offered the customer a substantial discount as to allow them to source another vendor for the stairs

The local office has spoken with the customer and come to a resolutionWe thank the customer for their feedback

We appreciate the customer’s feedback The squeaking the customer is hearing is from the laminate flooring the customer installed prior to the carpet installation. The laminate flooring has uneven end joint cuts which are rubbing on the transition, causing the squeaking. We purchased and installed the transitions at our own cost, however, the improperly installed laminate is rubbing against the properly installed transitionThe carpet we installed is not causing any movement or noise The laminate flooring must be repaired to stop the squeakingWe regret that we cannot service a floor that we did not install

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886440, and find that this resolution is satisfactory to me
Sincerely,
Michael *** ***

We
appreciate the customer’s feedbackInspecting carpet is largely visual, so pictures are sufficient for reviewThe maintenance schedule the customer mentions, vacuuming weekly, insufficientManufacturer’s recommend vacuuming of the traffic lanes dailyWe can find no defects present in the installed carpet