Empire Today, LLC

Revdex.com:From: *** *** [mailto:***[email protected]] Sent: Sunday, August 06, 8:AM To: Revdex.com Info Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #*** Hi - Herewith my final response on the complaint I lodged through your organizationFirstly let me thankyou for the way you handled the situationYesterday I had all four of my requests from Empire satisfied and I have decided to accept the outcomeI am satisfied that the flooring has been completed and that I have the warranty and the "care for' documentEmpire Today has never apologized for the way they handled the issue and I feel sad that a Major Flooring Company can behave in this manner to one of its customersRevdex.com does a great job and I appreciate thatBest Wishes, *** ***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 have spoken with the customer, the agreed accommodation was processed on July 5, 2016, and all services were completed on July 9, We appreciate the customer’s feedback and consider this matter resolved

Initial Business Response /* (1000, 10, 2015/08/06) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer regarding the damages and asked that he submit estimates that we can review for reimbursementThe customer submitted one estimate and advised
that he was having trouble obtaining additional estimatesWe are currently working with the customer to obtain additional estimates for the cost to repairWe appreciate the customer's feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe local office has left several messages for the customer without a return call to discuss the requested refundWe look forward to speaking with the customer

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
PLEASE NOTE: Empire did NOT show up on the 17th as said on their resolution responseEmpire automated call called me on that morning to say they were coming and had the same saying as they always do "As our contractor is on another job before yours, we can not guarantee an arrival time." I waited all day for them to show up and they never showed upThe next day, Tuesday 18th they showed up that morning.They came out and restretched the carpet and beat the nails down on the stairsThanks for fixing what I have been requesting for weeks, but I will not be using Empire again
Sincerely,
*** ***

As previously stated, nothing was found to be defective with the product.We have agreed to resolve the damage claim

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and scheduled for service March 2, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Receipts for cleaning were received on October 20th and have been forwarded for review for claims under warranty

We appreciate the customer contacting us regarding her concerns
We have spoken with the customer and offered a replacementWe met with the
customer on October 29, 2015, and she selected a new styleThe replacement is
scheduled to be completed on November 9, We appreciate the
customer’s
feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe have attempted to contact the customer to schedule the serviceOnce have reached the customer we will schedule the pull back of the carpet to ensure there are no nails remaining, stretch, and tack the carpetWe appreciate the
customer’s feedback and look forward to amicably resolving this matter

The local office spoke to the customer on Wednesday March 22nd. The manufacturer has approved the customer’s claim for a replacement tubLabor is not included and the customer will need to hire another contractor to install the new tubWe regret we do not offer any such services, and the labor warranty has been lapsed for years

I admitted to one spot
being from my dog urinating and another from there food bowlBoth of which are NOT the spots for which I am requesting the floor to be replacedI specifically told the I Spector about those spots because I wanted to be open and honest with him but again, there are plus other location for which have not received any water/urine damageAlso, when sold the product, the salesman came to our house knowing we had dogs, a kid on the way, wanted the flooring in our kitchen and bathroom, but continued to sell the product anywaysAfter spending the amount of money we did, I would have hoped for better quality flooring or to be recommended a different type that would be suitable in these areasI am concerned for the future IF water were to splash outside of the tub or sink during bath time when are child is here.
Complaint: ***
I am rejecting this response because:
Sincerely,
Heather ***

The agreed upon refund check was mailed to the customer on June 6, We appreciate the customer’s feedback

We appreciate the customer contacting us regarding their concernsService was completed on July 25thWe thank the customer for their feedback

The local office spoke with the customer and the agreed upon refund has been processed

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,
*** ***

Initial Business Response /* (1000, 5, 2015/09/04) */
We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer and offered to restretch the carpet at no cost, as a customer courtesyThe customer accepted this offer, and the service is scheduled for
September 8, We appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Installers came to stretch carpet...They said it was previously instaslled wrong...Quiet a few tacking strips were not laid down and some of the carpet was tacked down with roofing nails
I hope it stays..it looks so much better..The buckling was so high I was tripping on it

We appreciate the customer contacting us regarding their concernsWe have reviewed the installed floor; we would be happy to service under warranty, however the flooring is damaged by over cleaningAs such, it’s unable to be servicedWe would be happy to work with the customer on the cost of
replacement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885818, and find that this resolution is satisfactory to meI will look forward to the details regarding the partial refund
Sincerely,
Carmen ***

We appreciate the customer contacting us regarding their concernsThe local office has spoken to the customer and confirmed that the customer has received the checkWe appreciate the customer’s feedback