Empire Today, LLC

Initial Business Response /* (1000, 5, 2015/09/04) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace the carpet on the stairs as a customer courtesy, with a signed agreement. The customer accepted this offer. We appreciate...

the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (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 carpet. This carpet came with a guarantee and I will not give this up. I 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 /* (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 replacement. The customer has agreed, and we are forwarding the Agreement for the customer's review. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (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 complaint. I 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.

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

Complaint: [redacted]
I am rejecting this response because: I feels though with Empire I have been treat unfairly. This has to with more then just the bathroom in my master bedroom. The salesman you send out people who down on families with smaller homes thinking they cannot afford nice things. I’ve been treat poorly by the salesman and giving the run around about customer service. Kenneth [redacted] has been great toward me and my family. I’m still waiting on fair price for window treatment. I’ve contacted the  manufacture you guy use for your blinds. The blinds you guys used are sold at Loews with the same quality that’s used by Empire Today. This was told to by your manufacturer. 
Sincerely,
Angela [redacted]

We appreciate the customer contacting us regarding their concerns. We apologize for the installation taking longer than expected. If the customer would like to forward receipts for any materials purchased out-of-pocket, we would be happy to review for reimbursement. We thank the customer for their...

feedback.

We appreciate the customer contacting us regarding their concerns. Service was completed on June 27, 2017. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. The refund was issued, and receipt emailed to the customer. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and agreed to an independent inspection of the installed carpet at no cost to the customer. The inspection service will contact the customer directly to schedule.

For customer satisfaction and goodwill, we are offering to
complete the restretch at no cost to the customer. We look forward to hearing
back from the customer and amicably resolving this matter.

(The consumer indicated he/she DID NOT accept the response from the business.)
The installers indeed came on October 10th and I am indeed glad that its finally completed. However it took three months and calling to reschedule every single week of those three months to have it completed. I asked for a discounted price on installation and have not received restitution yet.

Complaint: [redacted]
I am rejecting this response because:They keep playing this run around game.  I did have the cleaning done. They do not want to honor the warranty. They are criminals.  A monopoly in the flooring business.  
Sincerely,
[redacted]

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and sent her the requested documentation on her product. We have also followed up with the customer to ensure she received the information. We appreciate the customer's feedback and look forward to...

amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. The regional manager has discussed with the customer and was able to reach an amicable resolution to the customer’s concerns. We have removed the stair portion of the order, along with a small landing, and issued the associated...

refund. Please allow up to 10 business days for the refund to process through the system. We thank the customer for their feedback.

We appreciate the customer contacting us regarding their concerns.
 
The sales manager contacted the customer by telephone and offered to reschedule the sales appointment with a discount for the inconvenience. We apologize for the inconvenience this matter caused.

We appreciate the customer contacting us regarding their concerns. The inspection results have revealed an area of the installation the must be repaired under the installation warranty. We have spoken with the customer and agreed to repair the luxury vinyl plank under the installation warranty at no cost to the customer. The material has been ordered.  The repair will be scheduled at the customer's convenience once material has been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns. Service has been completed as agreed. We regret any inconvenience this caused the customer; we thank them for their feedback.

Complaint: [redacted]
I am rejecting this response because:  it has not been 8 months...

between the install of the two different colors.  It was only 2 months apart from when the initial install occurred and when the follow up installer patched the repairs with the second color of grout, thus creating the issue.  We reported it then and provided pictures but were told by the company to give it 6 months and call back if the colors still didn't match.  We waited the 6 months and provided new pictures showing that it was still very obvious that there were 2 different colors of grout.   It was two different colors months ago when we first reported it right after the the repairs were done with the wrong color and it remains two different colors.  We have pictures from both time periods to verify this.
Sincerely,
Chris [redacted]

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 27, 2016. We appreciate the customer’s feedback and consider this matter resolved

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.
Regards,
Janine [redacted]

We appreciate the customer contacting us regarding their concerns. The Regional Manager spoke with the customer by telephone and offered to complete the service at their earliest convenience. The customer requested a discount on the flooring of 50%. We offered to complete the repair with a small...

discount for inconvenience, or refund 50% in lieu of the repairs to keep the installed flooring “as is” without warranty.

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,
[redacted]