Empire Today, LLC

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

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

We appreciate the customer contacting us regarding their concerns.Service was completed on April 6, and the customer signed off as satisfied.We thank the customer for their feedback on their experience

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

Services were completed on March 13, 2017.We appreciate the customer providing feedback on their experience

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 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 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 concernsWe have spoken with the customer and their refund has been processed. We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered an accommodation for the issues that occurredWe 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 me
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe were unable to haul the carpet due to the staining, which would be a hazard for the installers to handle and transportThe old carpet was cut up for the customer to haul and/or trash pick-up

Final Consumer Response /* (2000, 5, 2015/10/05) */
Empire has since completed service on our flooring......please advise there is no further action on their part
Thank you

Complaint: ***
I am rejecting this
response because: The statement regarding the issue being "site related" is inaccurate & misleadingAt no time was I given specifics around what "site related" actually refers toIn fact, I went through a series of potential factors with Ms*** *** (Empire Today, LLC General Manager) and not one of those were a valid factorThat list included a pet in the home, installed adjacent to hard wood flooring, installed on concrete floor, use of a upright vacuum, etcMs*** only comment to me was around steam cleaningShe stated that my warranty would be voided unless I had the carpet steam cleaned within the first monthsAs I previously mentioned, they sent out one of their installers to perform the "manager's review"While he was in my home, he said this carpet needs to be replaced because it's supposed to come apart like thatHe also told me it's not an installation issueI believed both of those statementsBut now the warranty folks claim it's site related which is clearly their way of saying "it's not our problemThis isn't surprising to me considering 38% of their customers claimed to be dissatisfied with the overall level of servicesI WANT THIS CARPET REPLACED FOR FREE SO I CAN MOVE ON WITH MY LIFETHIS IS NOT AN APPROPRIATE WAY TO DEAL WITH CUSTOMERS CONSIDERING WE'RE TALKIING ABOUT $
Sincerely,
Michael ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and completed services on July 1, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and service is scheduled for June 29, We have also agreed to address his additional concerns after the completion of service on June 29, We appreciate the customer’s feedback and look
forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns.Scratching is considered site related damage and not covered by warrantyWe have offered to fully replace with an upgraded style of flooring for only the cost of laborAlternately, we have offered no cost replacement as a one-time
courtesy, for only the areas of concern.We look forward to the customer’s positive response to our offers

We appreciate the customer contacting us regarding their concernsThe local office inspected the installed flooring and has forwarded that to the manufacturer for a potential warranty claim

We appreciate the customer contacting us regarding their
concernsWe have been attempting to reach the customer via telephone to
discuss necessary repairs, as well as the costWe appreciate the customer’s
feedback and look forward to amicably resolving this matter

We are waiting on the customer to email an invoice from a license plumber. We already gave the customer a total of $487.00: $discount, and waived $open balance