Complaint: [redacted]
I am rejecting this response because: I received a response from Empire Carpet on July 7th, the day following this complaint. I was told they would be ordering this carpet and would call me within a couple days to let me know when it would be arriving. I have called and left 2 messages with [redacted] over the past 2 weeks with no response. It has been 20 days since I have heard from this company. This is unacceptable. This is the same situation we dealt with before and it took an entire year to get our carpet replaced.
Sincerely,
[redacted]
The local office spoke to the customer on March 2nd. The customer’s carpet was installed in 2014; as such it is outside the one (1) year labor warranty. Further, the customer advises they have never had the carpet professionally cleaned. This is needed to keep the manufacturer’s warranty...
active. For customer satisfaction and goodwill, we have agreed to stretch the customer’s carpet one time at no cost. The customer has scheduled for Saturday March 18th.
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]
We appreciate the customer contacting us regarding their concerns. The local office has spoken to the customer. The engineered hardwood flooring is a natural product, and as such will have variations in the woodgrain, color, and tone. We have offered to repair, but the customer has declined...
the new material based on the natural variation of the wood product.
The local office spoke to the customer on Wednesday March 22nd. The manufacturer has approved the customer’s claim for a replacement tub. Labor is not included and the customer will need to hire another contractor to install the new tub. We regret we do not offer any such services, and the labor warranty has been lapsed for years.
Initial Business Response /* (1000, 5, 2014/11/25) */
We appreciate the customer contacting us regarding her concerns. We regret the delay in the installation, and both products were installed on November 22, 2014. We appreciate the customer's feedback and hope to assist her with future home...
improvement projects.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not do the the installation for free like I wanted and after all the problems THEY caused I think that my request would be very fair. It should not take a week of fight with a company to have carpet & vinyl installed. So I want the money I had to pay them on the 22nd of November back in full as well as the deposit I gave the salesman.
Final Business Response /* (4000, 9, 2014/12/05) */
We offered the customer a discount, which she accepted, and the installation was completed on November 22, 2014. The customer was given the option to cancel, but she chose to move forward with the installation at the discounted price. As such, we decline the customer's request for additional compensation. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (4200, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I would cancelled the job they would have charged me to do so according to their paperwork they gave at the time of the sale, they neglected to give that information. I feel that they did not satisfy me as a customer with all the problems that were only on their end of this sale. I want more than $500.00 off the price for all in inconvenience they caused me. I don't think that is to much to ask for when it was totally all their fault.
We appreciate the customer contacting us regarding their concerns.The local office has contacted the customer and scheduled service for Tuesday, April 4, 2017.
The local office contacted the customer by email to schedule repairs to the installed carpet. We would be happy to schedule at the customer's earliest convenience.
We appreciate the customer’s
feedback. While we believe the flooring can be repaired, for customer
satisfaction, we will fully replace with the same style of flooring under warranty at
no cost to the customer. The upgraded laminate flooring the
customer selected is the most costly laminate flooring we carry. We can
upgrade the flooring to this laminate with the customer paying a reduced cost
for the upgraded material, $2,800, in exchange for a signed Agreement.Regardless of the flooring option
selected, we recommend window treatments or
adding a UV filtering film, which is readily available at home stores, to protect the new
flooring from direct sunlight. No hard surface product is warrantied for heat
coming from direct sunlight.
We appreciate the customer contacting us regarding their concerns. We have informed the customer that we will process the agreed additional monetary accommodation. We 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 discount the open balance with a signed agreement. The customer accepted this offer, returned the agreement, and made the remaining payment as agreed. We thank the customer for...
their feedback and understand this matter is resolved.
rejecting this response because: An inspector did arrive and deferred yet again to another individual. This is a material problem with substandard flooring materials and substandard installation. I'd really like to see this issue resolved before the end of August. Deliver new flooring material, allow it to actually acclamate and then correctly install it. Problem solved.
Sincerely,
Gerri [redacted]
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.
I will not be using them in the future.
Sincerely,
[redacted]
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. However, I strongly feel that Empire Today should look at their business practices, their contractors, their sales staff and Customer Service departments going forward. What I endured should NEVER happen to another customer. I strongly urge additional training in screening contractors and training sales staff on what is and what is not appropriate when conducting business. A refund was the least you could have done. I still believe The Revdex.com and other consumer affairs organizations should review your business practices and look into further complaints against you.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding her concerns.
We regret the delays in completing the installation, and any inconvenience that
occurred as a result. The installation is scheduled to be completed on November
12, 2015. We appreciate the customer’s feedback and look forward to...
We appreciate the customer contacting us regarding their concerns. The service was completed on August 4, 2017 as agreed and confirmed with the customer. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns. The repair work was completed on Friday, January 27th.
Complaint: [redacted]
I am rejecting this response because: I received a response from Empire Carpet on July 7th, the day following this complaint. I was told they would be ordering this carpet and would call me within a couple days to let me know when it would be arriving. I have called and left 2 messages with [redacted] over the past 2 weeks with no response. It has been 20 days since I have heard from this company. This is unacceptable. This is the same situation we dealt with before and it took an entire year to get our carpet replaced.
Sincerely,
[redacted]
The local office spoke to the customer on March 2nd. The customer’s carpet was installed in 2014; as such it is outside the one (1) year labor warranty. Further, the customer advises they have never had the carpet professionally cleaned. This is needed to keep the manufacturer’s warranty...
active. For customer satisfaction and goodwill, we have agreed to stretch the customer’s carpet one time at no cost. The customer has scheduled for Saturday March 18th.
The local office spoke with the customer on February 20th and came to an amicable resolution.
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]
We appreciate the customer contacting us regarding their concerns. The local office has spoken to the customer. The engineered hardwood flooring is a natural product, and as such will have variations in the woodgrain, color, and tone. We have offered to repair, but the customer has declined...
the new material based on the natural variation of the wood product.
The local office spoke to the customer on Wednesday March 22nd. The manufacturer has approved the customer’s claim for a replacement tub. Labor is not included and the customer will need to hire another contractor to install the new tub. We regret we do not offer any such services, and the labor warranty has been lapsed for years.
Initial Business Response /* (1000, 5, 2014/11/25) */
We appreciate the customer contacting us regarding her concerns. We regret the delay in the installation, and both products were installed on November 22, 2014. We appreciate the customer's feedback and hope to assist her with future home...
improvement projects.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not do the the installation for free like I wanted and after all the problems THEY caused I think that my request would be very fair. It should not take a week of fight with a company to have carpet & vinyl installed. So I want the money I had to pay them on the 22nd of November back in full as well as the deposit I gave the salesman.
Final Business Response /* (4000, 9, 2014/12/05) */
We offered the customer a discount, which she accepted, and the installation was completed on November 22, 2014. The customer was given the option to cancel, but she chose to move forward with the installation at the discounted price. As such, we decline the customer's request for additional compensation. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (4200, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I would cancelled the job they would have charged me to do so according to their paperwork they gave at the time of the sale, they neglected to give that information. I feel that they did not satisfy me as a customer with all the problems that were only on their end of this sale. I want more than $500.00 off the price for all in inconvenience they caused me. I don't think that is to much to ask for when it was totally all their fault.
We appreciate the customer contacting us regarding their concerns.The local office has contacted the customer and scheduled service for Tuesday, April 4, 2017.
The local office contacted the customer by email to schedule repairs to the installed carpet. We would be happy to schedule at the customer's earliest convenience.
We appreciate the customer’s
feedback. While we believe the flooring can be repaired, for customer
satisfaction, we will fully replace with the same style of flooring under warranty at
no cost to the customer. The upgraded laminate flooring the
customer selected is the most costly laminate flooring we carry. We can
upgrade the flooring to this laminate with the customer paying a reduced cost
for the upgraded material, $2,800, in exchange for a signed Agreement.Regardless of the flooring option
selected, we recommend window treatments or
adding a UV filtering film, which is readily available at home stores, to protect the new
flooring from direct sunlight. No hard surface product is warrantied for heat
coming from direct sunlight.
We appreciate the customer contacting us regarding their concerns. We have informed the customer that we will process the agreed additional monetary accommodation. We 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 discount the open balance with a signed agreement. The customer accepted this offer, returned the agreement, and made the remaining payment as agreed. We thank the customer for...
their feedback and understand this matter is resolved.
Complaint: [redacted]
I am...
rejecting this response because: An inspector did arrive and deferred yet again to another individual. This is a material problem with substandard flooring materials and substandard installation. I'd really like to see this issue resolved before the end of August. Deliver new flooring material, allow it to actually acclamate and then correctly install it. Problem solved.
Sincerely,
Gerri [redacted]
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.
I will not be using them in the future.
Sincerely,
[redacted]
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. However, I strongly feel that Empire Today should look at their business practices, their contractors, their sales staff and Customer Service departments going forward. What I endured should NEVER happen to another customer. I strongly urge additional training in screening contractors and training sales staff on what is and what is not appropriate when conducting business. A refund was the least you could have done. I still believe The Revdex.com and other consumer affairs organizations should review your business practices and look into further complaints against you.
Sincerely,
[redacted]
The local office spoke with the customer and confirmed the refunds have been received.
We appreciate the customer contacting us regarding her concerns.
We regret the delays in completing the installation, and any inconvenience that
occurred as a result. The installation is scheduled to be completed on November
12, 2015. We appreciate the customer’s feedback and look forward to...
amicably
resolving this matter.
We appreciate the customer contacting us regarding their concerns. The service was completed on August 4, 2017 as agreed and confirmed with the customer. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns. Service was completed on July 8, 2017. We thank the customer for their feedback.