Empire Today, LLC

The customer service manager called customer and left voice mail to schedule replacement of kitchen areaWe've also emailed customer to call to schedule

Complaint: [redacted] I am rejecting this response because:The Business has advised that the many scratches and chips in the floor since it’s installation less than months ago is “not covered under warranty” They also advised in writing to the Revdex.com that the warranty doesn’t cover “post installation” which seems useless since why would a floor be covered before it’s installedBased on this the company misrepresented that these floors were covered under warranty which is clearly a big misrepresentation (lie)Consumers would not get floors installed by this company if they were aware that post installation any scratch or chips from shoes or wear and tear from living in a house where you walk on floors! Additionally, Empire also advised that the “significant discount” they are willing to give me (after many back and forth calls and complaints including a Revdex.com and Rip off Report complaint) will still cost me $1900! It’s a huge misrepresentation to claim a floor is covered when someone hires them and then request almost two thousand for fixing the cheap woodThese floors cracked and chipped within WEEKS whereas my [redacted] floors I had before Empires floors never chippedClearly [redacted] is better quality which actually says a lotThe company also tried to claim that since I had “toys” in the room my infant daughter must have done itBasically stating that I you have a child DO NOT buy their floors since they are the most non-durable floors everBased on these facts, it appears the Business completely misrepresents their warranty and tries to get more money from customers who hire them by installing cheap products that will then cause customers to rehire them to fix them which will cost additional THOUSANDSThe only business response that will suffice is fixing these floors that were JUST INSTALLED for free and actually having a warrantyI do think however that long term the floors will likely chip again since they are the lowest quality materials I have ever seen (and two contractors have confirmed that came to the house and took pictures to show other clients on why NOT to use Empire) Christie

We have spoken with the customer and scheduled repairs for March 18, For customer satisfaction, we also offered a partial refund, which the customer acceptedWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Initial Business Response / [redacted] (1000, 10, 2015/07/15) */ We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and regret any miscommunication or inconvenience that occurredWe have advised him that he will receive a letter from [redacted] indicating that the issue is resolved, and we have also sent him a letter confirming that the order is cancelledWe are willing to refund the customer for any NSF fees he incurred, and request the customer forward documentation of these feesWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have done nothing to prevent this from happening to anyone else in the futureThis matter could have been resolved simply by communicating to certigy the 3rd party company that collects their funds that the order was canceled and there was no need to continue to try to collect on this accountTheir lack of communication has caused me a huge hassle to try to clean up and get resolvedI finally just received a letter from certigy saying the matter has been resolvedBut still there have been no other actions to prevent any of this from happening in the futureI cannot consider the problem fixed until there are policies in place and an open line of communication between the companies within a reasonable amount of time, weeks or more is not reasonable Final Consumer Response / [redacted] (4200, 16, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated before no corrective action has been takenA sorry is not good enoughWhen a company puts you negative twice due to their negligence a sorry and an apology is not sufficientCommunication is KEY and could have prevented the second 5900$ debit from my account days after the order was canceledFix the problem! Communicate with your accounts receivable clerks! It's that simpleUntil a policy is drafted and implemented to prevent this from happening again I will not be satisfiedPeriod! I was going to seek the fees I incurred during the process but have chalked that one up as a lossI have no interest in anything else but a policy and implementation as stated above Final Business Response / [redacted] (4000, 14, 2015/08/04) */ We have spoken with the customer and confirmed that the order has been cancelled, refund processed, and the issue resolved with [redacted] We regret any miscommunication or inconvenience that occurred; it is our policy that we process our checks through [redacted] , and they secure our fundsWe appreciate the customer's feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have offered the customer replacement at no additional cost in exchange for a signed agreement, or serviceThe customer agreed to service, but refused to allow the installers to address the floor demanding a full refundThe offer to fully replace the floor in exchange for a signed agreement is still available if the customer would reconsiderWe look forward to a positive response to our offers

We regret the missed appointment and any inconvenience that occurred as a resultWe have spoken with the customer, and the service is scheduled for January 25, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns.We inspected the installed flooring and found it to be defective by installationAs such, we have offered warranty replacement with the same product at no cost to the customer under the labor warranty, or replacement with an upgraded product for the difference in price.We have also offered a full refund in lieu of replacement, allowing the customer to keep the installed product “as is.”

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, provided a monetary accommodation and confirmed the installation is completedCustomer is satisfied with the end resultWe appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concerns.We inspected the installed carpet in December and found no defects with the product or installationWe suggested that the customer increase maintenance (vacuuming more frequently).For customer satisfaction and goodwill, we have offered replacement at a discounted cost to the customer

We appreciate the customer contacting us regarding their concernsThe local office contacted the customer and confirmed installation is complete and to their satisfaction

We have offered to have an independent inspection completed and look forward to the customer’s response

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace the carpet on the stairs as a customer courtesy, with a signed agreementThe customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading their agreement they want me to release and discharge them of any further guarantees on the carpetThis carpet came with a guarantee and I will not give this upI purchased the carpet because of the guarantee and now they want to do away with it? They can fix the carpet that is worn out but I will not sign a release that will null and void their guarantee Final Business Response / [redacted] (4000, 20, 2015/10/14) */ We have been in contact with the customer and offered a partial refund for the stair portion of the order in lieu of the offered replacementThe customer has agreed, and we are forwarding the Agreement for the customer's reviewWe appreciate the customer's feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (4200, 22, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) when I receive the check I will close out the complaintI am totally being ripped off with what they are paying me, however, I am not in the best of health and can't keep fighting with them

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Carol [redacted]

The refund has been processed, and we have advised the customer that it can take three to five business days for the refund to reflect back on her credit cardWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding his concernsWe regret the delay in completing the repairs and any inconvenience that occurred as a resultWe have been in contact with the customer, and the repairs are scheduled to be completed on December 21, We appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns The customer’s previous choice of flooring was no longer available and the customer reselected to an instock style flooring The flooring was installed on July 22nd as agreedWe have also issued a partial discountWe apologize for the inconvenience

Initial Business Response / [redacted] (1000, 10, 2015/09/09) */ We appreciate the customer contacting us regarding his concernsWe have spoken with the customer, and we will be inspecting the flooring concerns on September 11, Additionally, we have offered a partial refund for the damage to the sink We appreciate the customer's feedback and look forward to amicably resolving this matter

Complaint: [redacted] I am rejecting this response because: I do thank Revdex.com for the service you provideWe try to resolve the matter faithfully, but we regretted the business would not do the sameThere for I have no choice except to ask Revdex.com to close the case as unresolved matter Sincerely, [redacted]

We appreciate the customer contacting us regarding their concerns We emailed the certificate of insurance to the customer on 5/11/The details of this complaint have been reviewed by National managementWe appreciate the customer’s feedback and consider this matter resolved

We have been in contact with the customer via email and offered options for replacement with either the same product or a different styleThe customer has requested a full refund, and we have advised her that we are reviewing her request and will follow up with herWe appreciate the customer’s feedback and look forward to amicably resolving this matter