Empire Today, LLC

Initial Business Response /* (1000, 10, 2015/09/15) */
We appreciate the customer contacting us regarding his concernsWe regret the delays in completing the customer's installation and any inconveniences that occurred as a resultThe installation has now been completed, and for customer
satisfaction, we offered a partial discountThe customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe customer was contacted by telephone shortly after we received the complaint and we were able to reach an amicable resolutionWe thank the customer for their feedback

The person who was sent the gift card should contact the
vendor directly at 1-800-***-***After selecting the option of language, select option one (1) “To report card lost or stolen”A customer service representative would be happy to assistThe vendor will only provide information to the person to whom the card was mailed

We appreciate the customer contacting us regarding their concernsRobin ***, Regional Manager, has been attempting to contact the customer with regard to the small claims lawsuit we recently receivedIn an effort to resolve this claim without the court’s assistance, we are willing to issue a
full refund of the purchase price in exchange for a signed AgreementPlease contact Robin directly at: (888) 588-ext***

We appreciate the customer contacting us regarding their concernsService was completed as agreedWas have also executed the agreed upon discountWe thank the customer for their feedback

Complaint: ***
I am rejecting this response because: From: maria ***
[mailto:mariaj***@gmail.com] Sent: Wednesday, October 11, 12:PM To: Customer Relations Subject: Re: #*** I don't have any documentation. I am still waiting for an inspector to come and assess the floor. I have contacted Empire times in the past week with no call back. I have spoken to *** *** who also has not gotten an answer from Empire. I am still waiting

We appreciate the customer contacting us regarding their concernsThe local office attempted to contact the customer by telephone several times in May without response; finally mailing a letter on June 1stWe would be happy to replace the bedroom carpet and under layment (padding) at the
customer’s earliest convenience

Complaint: ***
I am rejecting this response because:
Sincerely,
Yolanda ***I was told this on March 15, I have yet to
hear anything from EmpireThis is a tactic that they use to discourage complaints and to allow warranties to run outThey consistently procrastinate and try to placate the customer with promises

We appreciate the customer contacting us regarding their concerns.Repairs were completed on Monday April 10thWe thank the customer for their feedback regarding their experience

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 concernsThe inspection information has been submitted to the manufacturer; we await their feedback

Service was completed as agreedWe thank the customer for their feedback regarding the experience

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the installation was completed on June 8, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsWe discussed with the customer and they are having a contractor address the issues with the pre-existing subfloorShe will contact us when she is ready for service

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 at this point. The manager did come out and meet with me, agreed to one time replacement as indicated, however, I have since emailed him (on 2/27/17) per his request to set up an installation and have yet to hear back regarding an installation appointment. I will follow up with him again and seek an appointment
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsService was completed on September 21, We thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns. Service was completed to the customers installed carpet on November 2ndWe thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns
Upon take of up the vinyl flooring, a black mastic (adhesive) was discovered by the installerAs this type of adhesive often has asbestos in it, the installer immediately stopped the job and brought this to the customers
attention
For customer satisfaction and goodwill, we agreed to have the adhesive tested for asbestos at no cost to the customerThe test was positive for asbestos, and this has been discussed with the customerWe are unable to move forward until the asbestos is remediatedWe do not offer such services

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and offered a monetary accommodation. The customer has requested to contemplate the offer and would contact us with a decisionWe 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 installation was completedWe appreciate the customer’s feedback and consider this matter resolved