We appreciate the customer contacting us regarding their concernsThe carpet was inspected on September 18th and the report forwarded for review for warranty claims
Initial Business Response / [redacted] (1000, 10, 2015/03/23) */ We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and reviewed the third party inspection processThe inspection report is currently pendingOnce it is completed and submitted to us, we will follow up with the customer to discuss the results and possible solutionsWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) After a number of inspections and misleading/misunderstanding calls I'm holding a response to their response until I hear from the third party THEY hired and would not give me a report or his opinion of a cause due to the fact empire hired him as he stated to meAll because empire insisted a third party inspection because in all their years experience they don't know what's wrong and claimed corporate called for the third party inspection and that was after a call from empire representative claiming to be from corporate and he would call back and never didAnd we do have his name and number he gave us Final Business Response / [redacted] (4000, 14, 2015/03/30) */ We have spoken with the customer regarding the results of the third party inspection and offered a replacementThe customer accepted this offer, and the replacement will be scheduled at his convenienceWe appreciate the customer's feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (4200, 16, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) they have agreed to replace our hardwood floors at no cost to usit was determined to be an install failurewe have scheduled the work to start on the 7th of aprilas I told them I will only accept and be satisfied once my floor is completeI do accept the resolution but until the work is done and I am satisfied I will not remove this
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered a partial refund in exchange for a signed releaseThe customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They worded their contract incorrectly & are supposed to rewrite it & submit it to us in order to resolve this issueThe contract is for refund to us for unsatisfactory product that was installed & no product that was of our interest to replace it Final Business Response / [redacted] (4000, 9, 2015/04/24) */ The customer has requested to replace her carpet with an upgraded styleWe have sent the customer samples so that she can select a new styleWe look forward to hearing back from the customer and reaching an amicable resolution
Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered a replacement with a different product at a discounted costThe customer is currently in the process of viewing samples and selecting a new productWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been contacted with a offer to replace are carpet at a addiction cost of Dollars We are waiting for a sample of the carpet to be dropped off to us to make are final decisionwould like to wait to make sure they follow up with there offer, before we accept there response Final Business Response / [redacted] (4000, 17, 2015/05/20) */ We have spoken with the customer and agreed upon a resolution of a replacement at a discount cost in exchange for a signed releaseThe replacement is scheduled to be completed on June 13, Final Consumer Response / [redacted] (4200, 19, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) we requested a refund, but the company refusedWe are not satisfy with the quality of the carpenter they are offering us, because it isn't any different then the carpet they installed the first time, but it seems we do not have a choice in the matterIts ether pick something or keep what we haveSo we picked somethingWill never ever use this company in the future
Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer and advised that the carpet on the stairs is not covered under warrantyFor customer satisfaction, we offered a replacement at a reduced costThe customer requested a copy of the warranty, and it was sent to him on April 16, We appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has not been one year since the carpet was re-installedIt is covered under warrantyWe were sold this carpet by [redacted] an outsourced sales rep who said the carpet would wear well on the stairs over timemonths is not acceptable for their most expensive carpet! We were never offered replacement carpet at a reduced cost- this simply isn't trueThis statement is emblematic of our whole experience from the broken promises of quality products, good installation, and overall satisfaction We do not want the carpet replaced with the same carpet that will wear out again in months! We want a solution that meets the expectations sold to us by EmpireIf this cannot happen, then I want a full refund for all of the carpet so that I can find a company that will do what they say Final Business Response / [redacted] (4000, 21, 2015/07/08) */ We had the customer's carpet inspected by an independent, third party inspection companyThe results indicated that there are no installation or manufacturing defectsThe spot on the carpet was site related and was able to be cleaned during the inspectionWe have been attempting to follow up with the customer via telephone and email to confirm that he is satisfied, and we look forward to hearing back from the customer Final Consumer Response / [redacted] (2000, 23, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The oil stain left by the Empire installation crew was removedNo more Empire!
Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and we regret any delays in the refund processThe refund has been processed and should reflect on back on her credit card statement within to business days
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered to have a contractor review the damages at the customer's place of business and have the repairs completed at our expenseWe will continue to work with the customer to get the damages repaired, and we look forward to reaching an amicable resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I complaint with the Revdex.com, I finally got a call from couple of supervisorsI have been talking to Mr [redacted] , and he promised me that he will give me a credit on my credit card for the damagesThat has been over a week agoI have not received the credit yetI will update my response, once I receive the credit for the damages Final Business Response / [redacted] (4000, 9, 2015/05/22) */ We have spoken with the [redacted] and advised that the accommodation has been processed back to his credit card and that it can take three to five business days for the [redacted] 's card issuer to reflect the credit to the accountWe have also sent the [redacted] a confirmation email showing that the accommodation has been processedWe appreciate the [redacted] 's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer and offered to glue down the floor for the cost of labor onlyThe customer is currently considering this offerWe look forward to hearing back from the customer and amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) After the fact that I paid empire today 4,dollars to get my floors installed professionally they did a horrible job with the installationThey did call me but want to charge me dollars now to do the job rightI feel robbed by this company I do not recommend Empire Today to anyone now I have to spend more money to find a different company to fix there mess up for not explaining things correctly from the start Final Business Response / [redacted] (4000, 13, 2015/05/28) */ We have spoken with the customer and explained the terms of the general release and that it does not interfere with the warrantiesOnce we have received the signed release from the customer, we will schedule the service at the customer's convenienceWe appreciate the customer's feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (2000, 15, 2015/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) So far I'm completely satisfied with the repair Empire did to my floors today
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ We appreciate the [redacted] contacting us regarding her concernsWe have spoken with the [redacted] and offered a replacement of the carpet, as well as a partial discount for [redacted] satisfaction and goodwillThe [redacted] declined this offerWe remain willing to work with the [redacted] and look forward to reaching an amicable resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer from the company was for 10% off of the original price quote and re-carpeting the bedroomClearly the bedroom will need to be re-carpeted, however 10% is an insulting offer considering the magnitude of the mistakes made by Empire, and the inconvenience these mistakes have causedIf Empire is willing to make another offer more in line with this situation in its entirety, we would certainly consider thatAt this time, our original offer stands at 50% off of the original price quoteAs stated, we would be willing to entertain a more reasonable offer from Empire Final Consumer Response / [redacted] (3000, 15, 2015/01/13) */ 1/12/ Although we have agreed upon a remedy for this complaint, and payment was submitted, it has now come to our attention that Empire Today has reported us (me) to the credit bureau as having been delinquent in the amount of $A check was sent to Empire Today in the agreed upon amount of $on December 29, Upon contacting Empire Today about the negative credit reporting, we were told that it was up to us to repair that report Can you help? [redacted] @gmail.com Final Business Response / [redacted] (4000, 17, 2015/01/20) */ We have confirmed that the [redacted] 's payment has been received, her account has been removed from collections, and the negative reporting has been removedWe appreciate the [redacted] 's feedback and hope to assist her with future home improvement projects
Initial Business Response / [redacted] (1000, 10, 2015/04/22) */ We appreciate the customer contacting us regarding her concernsWe regret that the installation was not completed as scheduledWe have spoken with the customer and advised that, per her request, the order has been cancelled and the refund for the deposit has been processedThe refund check will be sent to her provided mailing address within to business days
Initial Business Response / [redacted] (1000, 5, 2014/11/11) */ We appreciate the [redacted] contacting us regarding his concernsWe have spoken with the [redacted] regarding his installation concerns, and the necessary repairs are scheduled to be completed on November 14, We appreciate the [redacted] 's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) May I first say I have been more than amicable and more patient and have tried to be as professional as possible; no [redacted] should endure all I have been going through for the past month from Empire Today; and I find their brief response uncaring and extremely lackingThey did not even address all the concerns which occurred, (which there are many more) their brief statement makes the concerns unimportant, and/or not a concern for themThey could have mentioned they are looking into the matter(s) or something Compensation from Empire Today is unconditional: 1.) Complete refund of the invoice/job 048FAAEXXX XX/10/Refund of the Carpet $(which we do not have) and $1,for Ceramic Tile installationsComplete refund for the $2,to the credit card provided for payment 2.) Empire Today and affiliates 'must' honor the one (1) year installation for the ceramic tile, and laminate with regards to repair/replace/labor and replacement items for the one year guarantee without any cost for any needed items, labor and inclusive but not limited to the items listed above: invoices 048FAAEand 048FAAE Justifications: X: XX-XX-XXXX XX:XXAM PST ***, the installer for Empire Today just came and replaced another tile, this makes two with him (four altogether to previous by the original installers)***, took picture to provide to [redacted] , Satelite General Manager the tile (according to ***, and Empire Today professional installer, 'the installation: is not a very good job, and I will take pictures to show ***, the tile is uneven') showed where the tile is higher in some places and the tiles already replace should have not come looseHe also advised he does many installations for Empire Today, and may see a few concerns on occasion, but he has never seen as many as we are experiencing, and felt compassion [redacted] us(note: they day we were signing the contract for the laminate with [redacted] , we notice the work order was noted to repair/place one loose tile, when we mentioned there was a second tile, and my mom confirmed it, he declined to change the work order to tiles loose, his exact words were 'well it is still under warranty' and I said so we have to call again? He still did not change the work orderBut late when he and [redacted] never returned my calls to have the second one fixed, he said did we mention it to [redacted] when he was here, we said we did, but [redacted] said the work order only said one loose tile! ) 2: We tried to get help immediately and called the toll free numberEvent the short not did not even mention thisWhile the difficulties were going on we tried to contact the [redacted] service telephone number and eventually reach a supervisor name [redacted] (note: she made us wait almost 10-min before she even answered the line once we asked for a supervisor, if you listen to the call, which I have been told is recored you will hear me mention this first to her)it is believed to be in the Texas call center XX-XX-XXXX approximately 1:30PM PSTHer lack of compassion [redacted] concern was 'frustrating' and not to continue to with this over and over again additional information must be expressed, but when we were not getting any resolution from her, I asked to speak with her supervisor, she said: I do not have one, there is no one above me, so when I asked to speak with someone else she suggested the 'compensation section/department' and I said yes I would like to speak with them, she 'hung-up' on me( have nothing to lie about, and it is the truth) Let's just presume it was an accident, she made no effort to call me back, and apologize and or give my telephone number to the compensation department and have someone call me back(Note: she had my account information in front of her which included my telephone number.) No one called me back to check to see if the matters were resolved or if I needed additional assistance: I waited two days and called back on Sunday Morning XX-XX-XXXX and got a very professional person, went over all of the concerns and problems again, and she said she would forward it..thus, all of the she made some effort to assist us and confirmed are telephone number and I report the issues with [redacted] again at this time 3: One of the options they gave us was to keep the improperly installed carpet, with a $refundThe carpet was frayed on one end and cut to short on the other even the concrete was exposedThis was all done by the same 'horrible' installers who did a poor job on the ceramic tile, and let alone the other difficult and stressful situations they exposed us toEven making such an offer seem completely ludicrous 4: There are many more issues which occurred during the horrible experience, some of which are already in the original complaint, it would take more time and paper then we have time forIt is the opinion of me, it seems I am the one being shown as the 'problem' which is not the case, and I have caught so many of the Empire Today represents, and installers in fabrications I am not certain how well this is all operatedLet's not forget I am the victim here, I believed in Empire Today and choose to have them do my flooring and trusted the companies they contract to do the work is legitimate and strive to do a 150% for the [redacted] We they don not and expose the [redacted] to a month long set of difficulties (even when one of their own installers express the same fact) restitution/compensation is just and the only optionFinal and resolute, and this is presuming without setting the blame for anyone, we would hope 5: In the brief response provided by Empire Today, they did not mention any of the very many problems, and difficulties in detail or they will be addressed (to say the least) but the entire situation needs to be compensatedI do not know what will become of the ceramic tile over time, with all of the issues already happing, but the one year complete unconditional warranty of the installations is necessary along with a full refund of the $2,No one should be exposed to such a difficult situation and then on top of it have poor [redacted] service and poor installation of the product we are paying forIf they can not even put a comment in the brief statement which would have acknowledged them, and at least express this is not by using their company, maybe we would have more faith in believing they are sincere in doing the right thing: the right thing and only outcome is: The correct and only outcome the is full refund of the $2,to our credit card, and the unconditional one year warranty for the installations On a final note: ***, is excellent he speaks English, and I just wish we had had him originally do all the work, and he should be used for all of the Empire TodayLLC installationsAlso, the products look good in appearance and we just hope they last as expressed by the sales staff, it is just very sad the installation is so poor and the experience the worstWe highly recommend to shop around, and make sure you know who is doing the installation, especially using Empire Today, if you even so choose to Looking for the refund to be processed immediately, and we have spent so much time on all of this it would take more time to go over the many many horrible things which have occurred by choosing Empire Today Thank you to the Revdex.com for being there and helping, and we hope you can negotiate a complete and quick conclusion Regards, [redacted] (Please remove my name, address when all of this is put on your site) Final Business Response / [redacted] (4000, 9, 2014/11/24) */ All the repairs have now been completedFor [redacted] satisfaction, a credit of $was applied to the price of the laminate when the [redacted] chose to replace the carpet, as such, we are not able to provide additional compensationWe appreciate the customers feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (4200, 11, 2014/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is quite apparent Empire Today LLC declines to respond to all of the difficulties, and extreme challenges brought in the original complaint, and subsequent follresponse(s)They never addressed any of the other multiple issues such as poor [redacted] service from the call center supervisor, [redacted] and the many other issuesIt is clear they are not going to do so, including the poor way the tile was installed, especially in the hall/foyerThey keep closing their statement with "we appreciate the [redacted] 's feedback and look forward to amicably resolving the matter" and make no attempt to address and compensate for the horrible way we were treated as [redacted] 's (multiple times) and the complaint filed with the Revdex.comIt is obvious this may/is going nowhere, and we find it is futile to continue this conversationThe work/installation is guaranteed for one year, and we just want to express how disappointed we are in the lack of professionalism and desire to 'amicably' resolve this issue which has been shown by Empire Today LLCWe just want to let customers beware, in our estimation, to consider before any installation and work is completedIt appears, in our estimation, big companies appear to have the 'upper hand' and customers beware We appreciate all of the work the Revdex.com continues to do; not only on our behalf but on anyone's behalf now and in the futureWe would have preferred a different outcome, however, it is apparent it shall be difficult even when someone is forthcoming
Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer about her experience, and for customer satisfaction and good will, we offered a partial discountThe customer declined this offer, and per the customer's request, her order has been cancelled Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered $that is not a discount that is an insult for a $jobThe inconvenience and unprofessional attitude alone is worth more than that Final Consumer Response / [redacted] (4200, 11, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not compensate me for any inconveniences I endured from this experience with EmpireI would like monitary compensation for the aggrevation and time loss at work Final Business Response / [redacted] (4000, 13, 2015/04/30) */ For customer satisfaction and goodwill, we had offered to discount the order by $300, but the customer declinedThe customer's order has been cancelled per her request, and her deposit was fully refunded to her credit card on April 7, While the customer has advised that she does not want to purchase from us, she is requesting compensationWe have advised the customer that we are unable to honor the request for punitive damages, and the offer to discount the cost of the order, should she wish to move forward is still availableWe look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that the credit for the overcharge was processed on January 27, 2015 and that it can take up to five business days for it to be... reflected back on his credit card. We offered the customer an additional $150 refund for customer satisfaction and good will, but he declined this offer. We appreciate the customer's feedback.
Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ We appreciate the customer contacting us regarding his concernsWe were scheduled to complete the repairs on the landing on May 6, However, the customer did not like the colorWe offered the [redacted] a partial refund to have a bound runner installed, and the customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 10, 2015/04/16) */ We appreciate the customer contacting us regarding her concernsWe offered to replace the carpet with the same dye lot and to replace the existing quarter rounds, per the customer's requestThe customer has now requested to replace the carpet with vinylWe will meet with the customer at her convenience to show vinyl samplesWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and agreed to remove the product and provide a refund in exchange for a signed releaseWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 10, 2014/11/18) */ We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer regarding the stains that have not come out, and we have scheduled an inspection for November 18, Once we review the results of the inspection, we will contact the customer to discuss possible solutionsWe appreciate the customer's feedback and look forward to reaching an amicable resolution Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted and they did send someone to come out and look at the carpetI was told that I should have a warranty paper which I did and I was also told how often I must vacuum and have my carpet cleanedHe took pictures of the carpet and he also took picture of my vacuum cleanerWow I said to myself reallyI told him how much I vacuum my carpet and he was saying that I need to vacuum twice a weekReally for newly carpet I should have to vacuum that muchHe said he could not see any stains but I could see the stain area that I was talking aboutFor a newly caret that has been in the bedroom for over a year now should not be able to see where carpet have given and you being able to see the where you have walked around the bed and in front of the dresserI understand that this is a light carpet but still say if this was top of line carpet I don't believe this would be happeningNeed I say that I have carpet in my living room as well as my son's room and it is walked on just as much as this carpet and been here longer and it was looking just like this carpet until I had the professional cleaner to clean around the area that where been a lot of traffic and it looks goodHe told me that they would get back with me in days to let me know something, but he don't think that they would or could do anything about my problem with the carpetAlso that they might be a third party inspector coming to look at itThis is after they view the pictures and decide Thanks [redacted] Final Consumer Response / [redacted] (4200, 28, 2014/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I am asking for free carpetAsking for a replacement for the carpet that was purchased from you that have what you call a no manufacturer defect or installation error, but apparently has a stain that not even a professional cleaner can't remove Second you say that you repeatedly been in touch with meI recall timesOnce again I will not pay you a discount fee of $And it's not fair that you sell your customers carpet that been probably seating in the warehouse for awhile at a cheap price that is supposed to be at the top of the line carpet at special price but I am pretty sure that you do that's why you have those deals that be advertise on tvCorrect me if I'm wrongWhat ever happened to customers always right? Final Business Response / [redacted] (4000, 30, 2015/01/06) */ The customer's carpet was installed June 2013; approximately one year later we were contacted regarding the customer's concerns of stainingWe attempted to reach the customer at that time, but our calls were not returned until October When we were finally able to speak to the customer, we recommended, per the manufacturers' warranty, that the customer have the carpet professionally cleaned It was not until after the customer filed this complaint that she finally had the carpet professionally cleanedThe customer advised she was not satisfied with the appearance of the carpet after professional cleaning, and as such, we agreed to inspect for any defects We inspected the carpet on November 18, 2014; no installation or manufacturer defects were foundTherefore, we are unable to file a warranty claim on the customer's behalfFor customer satisfaction and goodwill, we have offered the customer a replacement with the same style at a discounted cost and recommended a darker color for her usage When the customer objected to the replacement cost, we discounted the offered replacement by an additional 10%The customer has again refused our offerThe customer's further demands of free replacement, or to have us pay off the current financed balance are not fair or reasonable We have tried to be flexible and understanding to the customer's concernsHowever, the customer has not shown any flexibility regarding this matter; in fact, she has stated her inflexibility in the rebuttals to our offer The offer of discount replacement is still available should the customer wish to reconsider
Initial Business Response / [redacted] (1000, 10, 2014/12/10) */ We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace the baseboards. The customer is considering this offer, as she is not sure if she wants us to complete additional work in... her home. The customer has agreed to send pictures of the damages for our review. We look forward to hearing back from the customer and reaching an amicable resolution.
Initial Business Response /* (1000, 10, 2015/03/16) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and have scheduled the necessary repairs to be completedWe appreciate the customer's feedback and look forward to amicably resolving this
matter
Initial Consumer Rebuttal /* (3000, 12, 2015/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told that the repairs are a "courtesy." I will not be satisfied intol after repairs are completed and after I see that there are no further issues....furthermore, my month finance offer with *** has still not been resolvedMy bill says months
Final Business Response /* (4000, 22, 2015/04/09) */
The requested adjustments have been sent to the financing companyThe repairs are scheduled to be completed on April 9, We appreciate the customer's feedback and look forward to amicably resolving this matter
Final Consumer Response /* (4200, 24, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is too late to save any money on Empire's offer to provided months financing on both the 4/hardwood floor purchase, which was originally a month offerI have already arranged to have this balance paid off by the month deadline*** did indicate, after months of my calling, that they received the faxed copy of my bill (that I had to send) verifying the month financing offer, but the bill still doesn't reflect this change
The repairs were made on 4/after I called 2x to find out if/when anyone was comingI was told that I would receive a call that morningThe repairman arrived after 4pm...He did a great job
Because I have been a loyal and repeat customer to Empire, I feel that my existing balance on my 11/1/carpet purchase should be reduced $to reflect the savings I would have had by extending the 4/offer an extra six months and for the inconvenience I have suffered over both issues
Initial Business Response /* (1000, 5, 2015/01/20) */
We appreciate the customer contacting us regarding his concernsWe are having the carpet inspected by an independent, third party inspection companyOnce the inspection report is complete and submitted to us, we will contact the customer to
discuss the results and possible solutionsWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I shouldn't have to be jumping through these hoops, for an ongoing issue that has been happening since the carpet was first installedIf this was the first issue, as opposed to multiple ones in every single room the carpet was installed in I wouldn't have an issue
Final Business Response /* (4000, 9, 2015/02/06) */
We have been attempting to contact the customer via telephone to advise him of the inspection results and schedule an appointment complete the necessary repairsWe look forward to hearing back from the customer and amicably resolving this matter
We appreciate the customer contacting us regarding their concernsThe carpet was inspected on September 18th and the report forwarded for review for warranty claims
Initial Business Response / [redacted] (1000, 10, 2015/03/23) */ We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and reviewed the third party inspection processThe inspection report is currently pendingOnce it is completed and submitted to us, we will follow up with the customer to discuss the results and possible solutionsWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) After a number of inspections and misleading/misunderstanding calls I'm holding a response to their response until I hear from the third party THEY hired and would not give me a report or his opinion of a cause due to the fact empire hired him as he stated to meAll because empire insisted a third party inspection because in all their years experience they don't know what's wrong and claimed corporate called for the third party inspection and that was after a call from empire representative claiming to be from corporate and he would call back and never didAnd we do have his name and number he gave us Final Business Response / [redacted] (4000, 14, 2015/03/30) */ We have spoken with the customer regarding the results of the third party inspection and offered a replacementThe customer accepted this offer, and the replacement will be scheduled at his convenienceWe appreciate the customer's feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (4200, 16, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) they have agreed to replace our hardwood floors at no cost to usit was determined to be an install failurewe have scheduled the work to start on the 7th of aprilas I told them I will only accept and be satisfied once my floor is completeI do accept the resolution but until the work is done and I am satisfied I will not remove this
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered a partial refund in exchange for a signed releaseThe customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They worded their contract incorrectly & are supposed to rewrite it & submit it to us in order to resolve this issueThe contract is for refund to us for unsatisfactory product that was installed & no product that was of our interest to replace it Final Business Response / [redacted] (4000, 9, 2015/04/24) */ The customer has requested to replace her carpet with an upgraded styleWe have sent the customer samples so that she can select a new styleWe look forward to hearing back from the customer and reaching an amicable resolution
Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered a replacement with a different product at a discounted costThe customer is currently in the process of viewing samples and selecting a new productWe appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been contacted with a offer to replace are carpet at a addiction cost of Dollars We are waiting for a sample of the carpet to be dropped off to us to make are final decisionwould like to wait to make sure they follow up with there offer, before we accept there response Final Business Response / [redacted] (4000, 17, 2015/05/20) */ We have spoken with the customer and agreed upon a resolution of a replacement at a discount cost in exchange for a signed releaseThe replacement is scheduled to be completed on June 13, Final Consumer Response / [redacted] (4200, 19, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) we requested a refund, but the company refusedWe are not satisfy with the quality of the carpenter they are offering us, because it isn't any different then the carpet they installed the first time, but it seems we do not have a choice in the matterIts ether pick something or keep what we haveSo we picked somethingWill never ever use this company in the future
Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer and advised that the carpet on the stairs is not covered under warrantyFor customer satisfaction, we offered a replacement at a reduced costThe customer requested a copy of the warranty, and it was sent to him on April 16, We appreciate the customer's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has not been one year since the carpet was re-installedIt is covered under warrantyWe were sold this carpet by [redacted] an outsourced sales rep who said the carpet would wear well on the stairs over timemonths is not acceptable for their most expensive carpet! We were never offered replacement carpet at a reduced cost- this simply isn't trueThis statement is emblematic of our whole experience from the broken promises of quality products, good installation, and overall satisfaction We do not want the carpet replaced with the same carpet that will wear out again in months! We want a solution that meets the expectations sold to us by EmpireIf this cannot happen, then I want a full refund for all of the carpet so that I can find a company that will do what they say Final Business Response / [redacted] (4000, 21, 2015/07/08) */ We had the customer's carpet inspected by an independent, third party inspection companyThe results indicated that there are no installation or manufacturing defectsThe spot on the carpet was site related and was able to be cleaned during the inspectionWe have been attempting to follow up with the customer via telephone and email to confirm that he is satisfied, and we look forward to hearing back from the customer Final Consumer Response / [redacted] (2000, 23, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The oil stain left by the Empire installation crew was removedNo more Empire!
Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer, and we regret any delays in the refund processThe refund has been processed and should reflect on back on her credit card statement within to business days
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered to have a contractor review the damages at the customer's place of business and have the repairs completed at our expenseWe will continue to work with the customer to get the damages repaired, and we look forward to reaching an amicable resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I complaint with the Revdex.com, I finally got a call from couple of supervisorsI have been talking to Mr [redacted] , and he promised me that he will give me a credit on my credit card for the damagesThat has been over a week agoI have not received the credit yetI will update my response, once I receive the credit for the damages Final Business Response / [redacted] (4000, 9, 2015/05/22) */ We have spoken with the [redacted] and advised that the accommodation has been processed back to his credit card and that it can take three to five business days for the [redacted] 's card issuer to reflect the credit to the accountWe have also sent the [redacted] a confirmation email showing that the accommodation has been processedWe appreciate the [redacted] 's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/04/29) */ We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer and offered to glue down the floor for the cost of labor onlyThe customer is currently considering this offerWe look forward to hearing back from the customer and amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) After the fact that I paid empire today 4,dollars to get my floors installed professionally they did a horrible job with the installationThey did call me but want to charge me dollars now to do the job rightI feel robbed by this company I do not recommend Empire Today to anyone now I have to spend more money to find a different company to fix there mess up for not explaining things correctly from the start Final Business Response / [redacted] (4000, 13, 2015/05/28) */ We have spoken with the customer and explained the terms of the general release and that it does not interfere with the warrantiesOnce we have received the signed release from the customer, we will schedule the service at the customer's convenienceWe appreciate the customer's feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (2000, 15, 2015/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) So far I'm completely satisfied with the repair Empire did to my floors today
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ We appreciate the [redacted] contacting us regarding her concernsWe have spoken with the [redacted] and offered a replacement of the carpet, as well as a partial discount for [redacted] satisfaction and goodwillThe [redacted] declined this offerWe remain willing to work with the [redacted] and look forward to reaching an amicable resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer from the company was for 10% off of the original price quote and re-carpeting the bedroomClearly the bedroom will need to be re-carpeted, however 10% is an insulting offer considering the magnitude of the mistakes made by Empire, and the inconvenience these mistakes have causedIf Empire is willing to make another offer more in line with this situation in its entirety, we would certainly consider thatAt this time, our original offer stands at 50% off of the original price quoteAs stated, we would be willing to entertain a more reasonable offer from Empire Final Consumer Response / [redacted] (3000, 15, 2015/01/13) */ 1/12/ Although we have agreed upon a remedy for this complaint, and payment was submitted, it has now come to our attention that Empire Today has reported us (me) to the credit bureau as having been delinquent in the amount of $A check was sent to Empire Today in the agreed upon amount of $on December 29, Upon contacting Empire Today about the negative credit reporting, we were told that it was up to us to repair that report Can you help? [redacted] @gmail.com Final Business Response / [redacted] (4000, 17, 2015/01/20) */ We have confirmed that the [redacted] 's payment has been received, her account has been removed from collections, and the negative reporting has been removedWe appreciate the [redacted] 's feedback and hope to assist her with future home improvement projects
Initial Business Response / [redacted] (1000, 10, 2015/04/22) */ We appreciate the customer contacting us regarding her concernsWe regret that the installation was not completed as scheduledWe have spoken with the customer and advised that, per her request, the order has been cancelled and the refund for the deposit has been processedThe refund check will be sent to her provided mailing address within to business days
Initial Business Response / [redacted] (1000, 5, 2014/11/11) */ We appreciate the [redacted] contacting us regarding his concernsWe have spoken with the [redacted] regarding his installation concerns, and the necessary repairs are scheduled to be completed on November 14, We appreciate the [redacted] 's feedback and look forward to amicably resolving this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) May I first say I have been more than amicable and more patient and have tried to be as professional as possible; no [redacted] should endure all I have been going through for the past month from Empire Today; and I find their brief response uncaring and extremely lackingThey did not even address all the concerns which occurred, (which there are many more) their brief statement makes the concerns unimportant, and/or not a concern for themThey could have mentioned they are looking into the matter(s) or something Compensation from Empire Today is unconditional: 1.) Complete refund of the invoice/job 048FAAEXXX XX/10/Refund of the Carpet $(which we do not have) and $1,for Ceramic Tile installationsComplete refund for the $2,to the credit card provided for payment 2.) Empire Today and affiliates 'must' honor the one (1) year installation for the ceramic tile, and laminate with regards to repair/replace/labor and replacement items for the one year guarantee without any cost for any needed items, labor and inclusive but not limited to the items listed above: invoices 048FAAEand 048FAAE Justifications: X: XX-XX-XXXX XX:XXAM PST ***, the installer for Empire Today just came and replaced another tile, this makes two with him (four altogether to previous by the original installers)***, took picture to provide to [redacted] , Satelite General Manager the tile (according to ***, and Empire Today professional installer, 'the installation: is not a very good job, and I will take pictures to show ***, the tile is uneven') showed where the tile is higher in some places and the tiles already replace should have not come looseHe also advised he does many installations for Empire Today, and may see a few concerns on occasion, but he has never seen as many as we are experiencing, and felt compassion [redacted] us(note: they day we were signing the contract for the laminate with [redacted] , we notice the work order was noted to repair/place one loose tile, when we mentioned there was a second tile, and my mom confirmed it, he declined to change the work order to tiles loose, his exact words were 'well it is still under warranty' and I said so we have to call again? He still did not change the work orderBut late when he and [redacted] never returned my calls to have the second one fixed, he said did we mention it to [redacted] when he was here, we said we did, but [redacted] said the work order only said one loose tile! ) 2: We tried to get help immediately and called the toll free numberEvent the short not did not even mention thisWhile the difficulties were going on we tried to contact the [redacted] service telephone number and eventually reach a supervisor name [redacted] (note: she made us wait almost 10-min before she even answered the line once we asked for a supervisor, if you listen to the call, which I have been told is recored you will hear me mention this first to her)it is believed to be in the Texas call center XX-XX-XXXX approximately 1:30PM PSTHer lack of compassion [redacted] concern was 'frustrating' and not to continue to with this over and over again additional information must be expressed, but when we were not getting any resolution from her, I asked to speak with her supervisor, she said: I do not have one, there is no one above me, so when I asked to speak with someone else she suggested the 'compensation section/department' and I said yes I would like to speak with them, she 'hung-up' on me( have nothing to lie about, and it is the truth) Let's just presume it was an accident, she made no effort to call me back, and apologize and or give my telephone number to the compensation department and have someone call me back(Note: she had my account information in front of her which included my telephone number.) No one called me back to check to see if the matters were resolved or if I needed additional assistance: I waited two days and called back on Sunday Morning XX-XX-XXXX and got a very professional person, went over all of the concerns and problems again, and she said she would forward it..thus, all of the she made some effort to assist us and confirmed are telephone number and I report the issues with [redacted] again at this time 3: One of the options they gave us was to keep the improperly installed carpet, with a $refundThe carpet was frayed on one end and cut to short on the other even the concrete was exposedThis was all done by the same 'horrible' installers who did a poor job on the ceramic tile, and let alone the other difficult and stressful situations they exposed us toEven making such an offer seem completely ludicrous 4: There are many more issues which occurred during the horrible experience, some of which are already in the original complaint, it would take more time and paper then we have time forIt is the opinion of me, it seems I am the one being shown as the 'problem' which is not the case, and I have caught so many of the Empire Today represents, and installers in fabrications I am not certain how well this is all operatedLet's not forget I am the victim here, I believed in Empire Today and choose to have them do my flooring and trusted the companies they contract to do the work is legitimate and strive to do a 150% for the [redacted] We they don not and expose the [redacted] to a month long set of difficulties (even when one of their own installers express the same fact) restitution/compensation is just and the only optionFinal and resolute, and this is presuming without setting the blame for anyone, we would hope 5: In the brief response provided by Empire Today, they did not mention any of the very many problems, and difficulties in detail or they will be addressed (to say the least) but the entire situation needs to be compensatedI do not know what will become of the ceramic tile over time, with all of the issues already happing, but the one year complete unconditional warranty of the installations is necessary along with a full refund of the $2,No one should be exposed to such a difficult situation and then on top of it have poor [redacted] service and poor installation of the product we are paying forIf they can not even put a comment in the brief statement which would have acknowledged them, and at least express this is not by using their company, maybe we would have more faith in believing they are sincere in doing the right thing: the right thing and only outcome is: The correct and only outcome the is full refund of the $2,to our credit card, and the unconditional one year warranty for the installations On a final note: ***, is excellent he speaks English, and I just wish we had had him originally do all the work, and he should be used for all of the Empire TodayLLC installationsAlso, the products look good in appearance and we just hope they last as expressed by the sales staff, it is just very sad the installation is so poor and the experience the worstWe highly recommend to shop around, and make sure you know who is doing the installation, especially using Empire Today, if you even so choose to Looking for the refund to be processed immediately, and we have spent so much time on all of this it would take more time to go over the many many horrible things which have occurred by choosing Empire Today Thank you to the Revdex.com for being there and helping, and we hope you can negotiate a complete and quick conclusion Regards, [redacted] (Please remove my name, address when all of this is put on your site) Final Business Response / [redacted] (4000, 9, 2014/11/24) */ All the repairs have now been completedFor [redacted] satisfaction, a credit of $was applied to the price of the laminate when the [redacted] chose to replace the carpet, as such, we are not able to provide additional compensationWe appreciate the customers feedback and look forward to amicably resolving this matter Final Consumer Response / [redacted] (4200, 11, 2014/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is quite apparent Empire Today LLC declines to respond to all of the difficulties, and extreme challenges brought in the original complaint, and subsequent follresponse(s)They never addressed any of the other multiple issues such as poor [redacted] service from the call center supervisor, [redacted] and the many other issuesIt is clear they are not going to do so, including the poor way the tile was installed, especially in the hall/foyerThey keep closing their statement with "we appreciate the [redacted] 's feedback and look forward to amicably resolving the matter" and make no attempt to address and compensate for the horrible way we were treated as [redacted] 's (multiple times) and the complaint filed with the Revdex.comIt is obvious this may/is going nowhere, and we find it is futile to continue this conversationThe work/installation is guaranteed for one year, and we just want to express how disappointed we are in the lack of professionalism and desire to 'amicably' resolve this issue which has been shown by Empire Today LLCWe just want to let customers beware, in our estimation, to consider before any installation and work is completedIt appears, in our estimation, big companies appear to have the 'upper hand' and customers beware We appreciate all of the work the Revdex.com continues to do; not only on our behalf but on anyone's behalf now and in the futureWe would have preferred a different outcome, however, it is apparent it shall be difficult even when someone is forthcoming
Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer about her experience, and for customer satisfaction and good will, we offered a partial discountThe customer declined this offer, and per the customer's request, her order has been cancelled Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered $that is not a discount that is an insult for a $jobThe inconvenience and unprofessional attitude alone is worth more than that Final Consumer Response / [redacted] (4200, 11, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not compensate me for any inconveniences I endured from this experience with EmpireI would like monitary compensation for the aggrevation and time loss at work Final Business Response / [redacted] (4000, 13, 2015/04/30) */ For customer satisfaction and goodwill, we had offered to discount the order by $300, but the customer declinedThe customer's order has been cancelled per her request, and her deposit was fully refunded to her credit card on April 7, While the customer has advised that she does not want to purchase from us, she is requesting compensationWe have advised the customer that we are unable to honor the request for punitive damages, and the offer to discount the cost of the order, should she wish to move forward is still availableWe look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that the credit for the overcharge was processed on January 27, 2015 and that it can take up to five business days for it to be... reflected back on his credit card. We offered the customer an additional $150 refund for customer satisfaction and good will, but he declined this offer. We appreciate the customer's feedback.
Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ We appreciate the customer contacting us regarding his concernsWe were scheduled to complete the repairs on the landing on May 6, However, the customer did not like the colorWe offered the [redacted] a partial refund to have a bound runner installed, and the customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 10, 2015/04/16) */ We appreciate the customer contacting us regarding her concernsWe offered to replace the carpet with the same dye lot and to replace the existing quarter rounds, per the customer's requestThe customer has now requested to replace the carpet with vinylWe will meet with the customer at her convenience to show vinyl samplesWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and agreed to remove the product and provide a refund in exchange for a signed releaseWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response / [redacted] (1000, 10, 2014/11/18) */ We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer regarding the stains that have not come out, and we have scheduled an inspection for November 18, Once we review the results of the inspection, we will contact the customer to discuss possible solutionsWe appreciate the customer's feedback and look forward to reaching an amicable resolution Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted and they did send someone to come out and look at the carpetI was told that I should have a warranty paper which I did and I was also told how often I must vacuum and have my carpet cleanedHe took pictures of the carpet and he also took picture of my vacuum cleanerWow I said to myself reallyI told him how much I vacuum my carpet and he was saying that I need to vacuum twice a weekReally for newly carpet I should have to vacuum that muchHe said he could not see any stains but I could see the stain area that I was talking aboutFor a newly caret that has been in the bedroom for over a year now should not be able to see where carpet have given and you being able to see the where you have walked around the bed and in front of the dresserI understand that this is a light carpet but still say if this was top of line carpet I don't believe this would be happeningNeed I say that I have carpet in my living room as well as my son's room and it is walked on just as much as this carpet and been here longer and it was looking just like this carpet until I had the professional cleaner to clean around the area that where been a lot of traffic and it looks goodHe told me that they would get back with me in days to let me know something, but he don't think that they would or could do anything about my problem with the carpetAlso that they might be a third party inspector coming to look at itThis is after they view the pictures and decide Thanks [redacted] Final Consumer Response / [redacted] (4200, 28, 2014/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I am asking for free carpetAsking for a replacement for the carpet that was purchased from you that have what you call a no manufacturer defect or installation error, but apparently has a stain that not even a professional cleaner can't remove Second you say that you repeatedly been in touch with meI recall timesOnce again I will not pay you a discount fee of $And it's not fair that you sell your customers carpet that been probably seating in the warehouse for awhile at a cheap price that is supposed to be at the top of the line carpet at special price but I am pretty sure that you do that's why you have those deals that be advertise on tvCorrect me if I'm wrongWhat ever happened to customers always right? Final Business Response / [redacted] (4000, 30, 2015/01/06) */ The customer's carpet was installed June 2013; approximately one year later we were contacted regarding the customer's concerns of stainingWe attempted to reach the customer at that time, but our calls were not returned until October When we were finally able to speak to the customer, we recommended, per the manufacturers' warranty, that the customer have the carpet professionally cleaned It was not until after the customer filed this complaint that she finally had the carpet professionally cleanedThe customer advised she was not satisfied with the appearance of the carpet after professional cleaning, and as such, we agreed to inspect for any defects We inspected the carpet on November 18, 2014; no installation or manufacturer defects were foundTherefore, we are unable to file a warranty claim on the customer's behalfFor customer satisfaction and goodwill, we have offered the customer a replacement with the same style at a discounted cost and recommended a darker color for her usage When the customer objected to the replacement cost, we discounted the offered replacement by an additional 10%The customer has again refused our offerThe customer's further demands of free replacement, or to have us pay off the current financed balance are not fair or reasonable We have tried to be flexible and understanding to the customer's concernsHowever, the customer has not shown any flexibility regarding this matter; in fact, she has stated her inflexibility in the rebuttals to our offer The offer of discount replacement is still available should the customer wish to reconsider
Initial Business Response / [redacted] (1000, 10, 2014/12/10) */ We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace the baseboards. The customer is considering this offer, as she is not sure if she wants us to complete additional work in... her home. The customer has agreed to send pictures of the damages for our review. We look forward to hearing back from the customer and reaching an amicable resolution.
Initial Business Response /* (1000, 10, 2015/03/16) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and have scheduled the necessary repairs to be completedWe appreciate the customer's feedback and look forward to amicably resolving this
matter
Initial Consumer Rebuttal /* (3000, 12, 2015/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told that the repairs are a "courtesy." I will not be satisfied intol after repairs are completed and after I see that there are no further issues....furthermore, my month finance offer with *** has still not been resolvedMy bill says months
Final Business Response /* (4000, 22, 2015/04/09) */
The requested adjustments have been sent to the financing companyThe repairs are scheduled to be completed on April 9, We appreciate the customer's feedback and look forward to amicably resolving this matter
Final Consumer Response /* (4200, 24, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is too late to save any money on Empire's offer to provided months financing on both the 4/hardwood floor purchase, which was originally a month offerI have already arranged to have this balance paid off by the month deadline*** did indicate, after months of my calling, that they received the faxed copy of my bill (that I had to send) verifying the month financing offer, but the bill still doesn't reflect this change
The repairs were made on 4/after I called 2x to find out if/when anyone was comingI was told that I would receive a call that morningThe repairman arrived after 4pm...He did a great job
Because I have been a loyal and repeat customer to Empire, I feel that my existing balance on my 11/1/carpet purchase should be reduced $to reflect the savings I would have had by extending the 4/offer an extra six months and for the inconvenience I have suffered over both issues
Initial Business Response /* (1000, 5, 2015/01/20) */
We appreciate the customer contacting us regarding his concernsWe are having the carpet inspected by an independent, third party inspection companyOnce the inspection report is complete and submitted to us, we will contact the customer to
discuss the results and possible solutionsWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I shouldn't have to be jumping through these hoops, for an ongoing issue that has been happening since the carpet was first installedIf this was the first issue, as opposed to multiple ones in every single room the carpet was installed in I wouldn't have an issue
Final Business Response /* (4000, 9, 2015/02/06) */
We have been attempting to contact the customer via telephone to advise him of the inspection results and schedule an appointment complete the necessary repairsWe look forward to hearing back from the customer and amicably resolving this matter