Empire Today, LLC

We appreciate the customer contacting us regarding their concernsThe local office manager spoke with the customer and we have offered to replace the carpet under warranty with a new style of carpetThe customer is scheduled to review samples on Friday February 3rd

We appreciate the customer contacting us regarding his concerns
We have spoken with the customer and confirmed that the repairs have been
completed to his satisfactionWe appreciate the customer’s feedback and look
forward to amicably resolving this matter

We appreciate the customer contacting us regarding his concerns
We have spoken with the customer and offered to complete the necessary repairs
with a signed agreementWe were not able to complete the repairs because we
had not yet received the agreement from the customerWe remain willing
to
complete the necessary repairs with the signed agreementWe 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 come to terms on a monetary accommodationWe will also schedule the repairs to be conducted after July 6, per customer request We appreciate the customer’s feedback and look forward
to amicably resolving this matter

The local office spoke with the customerCarpet installed on stairs is not covered by manufacturing warrantyFor customer satisfaction and goodwill, we’ve offered to fully replace the stair carpet at a discounted cost

We appreciate the customer contacting us with their concerns
The local office has been in contact with the customer and we have ordered the needed materials for repairOnce the materials have been received, we will contact the customer to schedule at their earliest convenience

Services to the laminate floor and carpet were completed on July 28thWe appreciate the customer’s feedback regarding their orders

Complaint: ***
I am rejecting this response because:Empire Today CONTACTED US on August 5, 2016, to offer us a partial refundNearly months later, NOW they want us to sign a legal document to get the refund that they've promisedWe've been told numerous times that "the check's in the mail" and now we find out that the check was never even processedMore deception on the part of this companyWe are rejecting this response because we STILL don't have the refund
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and all services were completedShe was very appreciative of the installer that conducted the workWe appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concerns. We spoke to the customer by telephone on January 10th and requested copies of the receipts for processional cleaningThe customer advised they were busy with some medical issues, but would forward at their earliest
convenience

Initial Business Response /* (1000, 10, 2015/08/07) */
We appreciate the customer contacting us regarding his concernsWe regret the delay in completing the installation and any inconvenience that occurred as a resultThe installation was completed on August 3, We appreciate the customer's
feedback and look forward to amicably resolving this matter

The inspector found no manufacturing or installation issuesWe would be happy to work with the customer on the cost of replacementManufacturing No manufacturing related issues were observedSite Several areas of concern were found to have impact marks and abrasionsSeveral areas were found to be chipped with no impact marks or abrasionsThe areas of concern are consistent with site related activitiesCommon known causes are, items dropped or dragged on the flooring, chairs without floor protectors, pet nails and particulate soiling on the bottom of shoesInstallation No installation related issues were observedPerformance/Expectation Two of the areas of concern were found to be a variance in color on the productTwo areas along the joint were determined to be adhesiveOther The cause in several areas of concern could not be determined with certainty

We appreciate the customer contacting us regarding their concernsThe local office inspected on April 27, The report has been forwarded to the manufacturer for review

Complaint: ***
I am rejecting this response
because:my daughters carpet and pad were torn out of her room, leaving her room unable for her to live inWe are now having to find other installers and are being charged more due to Empires errorFurther, my name was falsified on a legal document.
Sincerely,
Carol ***

We appreciate the customer contacting us regarding their concerns.Service was completed on March 13th as scheduledWe thank the customer for their feedback regarding their experience

We appreciate the customer contacting us regarding their concernsPer the customer’s request, we have canceled the order and issued a full refund of the deposit payment 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 concernsWe have spoken with the customer and the service was completed on May 13, We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsThe local office has contacted the customer and scheduled an inspection for August 10th

We appreciate the customer contacting us regarding their concernsThe local office spoke to the customer recently, who requested we install basement flooring at no cost due to the alleged damages. We are unable to give additional rooms of flooring for compensation, but we would be happy to
work with the customer on their cost of installation

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 I also must point out there is a financial attachemnentto this complaint, namely, Empire must reinburse the $bank fee for making stop payment as well as $fee for the trouble my family and I endured with the defecting equipment.
Sincerely,
*** ***