Empire Today, LLC

We appreciate the customer contacting us regarding their concerns.The local office reviewed the installed carpet and found the issues to be site related and not covered by warrantyThe customer disagrees with the local offices assessment, and the review has been forwarded to our central
inspections department for a second opinion

Per the customer’s requested settlement, we have offered to replace the kitchen floorThey have now refused replacementWe are happy to move forward at the customer’s earliest convenienceIf the customer would like to select another product for replacement, we would be happy to do that for the difference in the cost

We appreciate the customer contacting us regarding their concernsWe have attempted to speak with the customer to offer the additional sub-floor work outside of the initial contract at no additional cost to the customerWe appreciate the customer’s feedback and look forward to amicably resolving
this matter

We appreciate the customer contacting us regarding their concernsThe local office contacted the customer and was able to reach an amicable resolution to the matterWe thank the customer for their feedback

We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer and agreed upon a partial refund with a signed agreementWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns.The local office completed a conference call with the customer and the finance company todayRepairs are scheduled for Thursday February 16th

We appreciate the customer contacting us regarding their concernsWe apologize for any inconvenience this matter causedPer the customer’s request, we have canceled the order and issued a full refund to the original method of paymentWe look forward to working with the customer on future home
improvement projects

We appreciate the customer contacting us regarding their concernsService was completed on October 17, We thank the customer for their feedback and we look forward to working with the customer on future home improvement projects

We appreciate the customer contacting us regarding their concernsService was completed as agreed and the local office followby phone and confirmed the customer’s satisfactionWe thank the customer for their feedback

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
The inspector was just out yesterday and said there is a musky smell so we are waiting to see what they are going to do to resolve the issue
Sincerely,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:Replacing the whole floor with the same LVP product is not an adequate solution as this product has not been satisfactory in any location that it was installed in the entire home given all issues documented. We have already discussed with Empire that their most costly laminate flooring is not an option for us because it likely will not stand up to our dogs and Empire has stated that they agree it will scuff and scratch from their feet and cannot warranty against this very important fact that was a deciding factor in choosing the LVP as it was originally sold to us as that solution. We have not seen this Agreement that they would have us sign in exchange for installing the laminateThis new flooring would need to be covered under the same year warranty that they provided for the initial install of the flooring, sunlight NOT being a factor in the original purchase/sale especially given our primary problem area is this floor has been installed in a sun room without any disclosure or notification that it would not be adequate or it would not have been installed in the entire home in the first place. We are adding window shades that will block some sunlight from hitting the floor directlyThe statement that “no hard surface product is warrantied against direct sun light” is an entirely statementAll wood and tile flooring has no stipulations on direct sunlight exposurePergoXP, a Laminate product, actually lists that the warranty covers fading due to sun and doesn’t exclude damage due to direct sun exposure.(https://***The issue is not whether or not the LVP that was installed is warranted for direct sunlight exposureThe issue is that we were not notified at any point or in any of the warranties or documents that empire provided that exposure to direct sunlight would affect the floor in any wayIt was actually after numerous warranty “repairs” before any mention of sunlight as a possible cause was addressed - originally we were told that it was installed too tight among the other install issues documented. That said we would accept a full flooring replacement of an American made LVP that is Phaylate free (Armstrong) and would carry the same full year new warranty OR a refund of all monies paid in relation to the LVP and install of the LVP so we can apply those funds to a product that will be adequate for our needs in our home as that is not what we have been sold at this time.
Sincerely,
*** *** ***

We appreciate the customer contacting us regarding their concernsThe local general manager spoke with the customer and his girlfriend and was able to resolve amicablyService is scheduled for mid-January

We appreciate the customer contacting us regarding their concernsThe local office has left messages for the customer to review the trim samplesWe await the customer's return call

We appreciate the customer contacting us regarding their concernsThe initial contracted price was adjusted on January 3, to reflect $discount to price match; this adjustment should have been $400. As such, we issued an additional $credit on Feb13, 2018, reflecting the missing
$and an additional $as a courtesyWe thank the customer for their feedback

Service was completed on May 1, We appreciate the customer’s feedback and consider this matter resolved

The window treatments were installed today 5/15/18. One of the window treatments was missing a valance which we will obtain and install at the customer's convenienceWe hope this amicably resolves this complaint

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and scheduled an inspection for January 26, After we review the results of the inspection, we will follow up with the customer to discuss possible solutionsWe appreciate the customer’s feedback
and look forward to amicably resolving this matter

Initial Business Response /* (1000, 5, 2015/07/29) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to restretch the carpet at no charge as a customer courtesyThe customer accepted this offer, and the service is scheduled to be
completed on August 3, We appreciate the customer's feedback and look forward to amicably resolving this matter

For customer satisfaction and goodwill, we are offering the customer
a partial refund We have reached out to the customer and left a message
to discuss this offerWe look forward to hearing back from the customer and
amicably resolving this matter