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.
Thank you for contacting us regarding your concerns. The local office spoke with the customer regarding the issues. The customer has not yet has a professional cleaning of the carpet as required by the manufacturer to file a claim under warranty. We have recommend that the customer have the...
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.
Initial Business Response /* (1000, 5, 2015/06/05) */
We appreciate the customer contacting us regarding her concerns. The installation was completed on May 29, 2015, and the customer has advised that she is satisfied. We appreciate the customer's feedback and hope to assist her with future home...
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, 2015/08/07) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a replacement. We will be contacting the customer to schedule an appointment to select a new style for replacement at her...
convenience. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have also offered to replace the carpet in the other rooms at cost because the new carpet won't match the other rooms.
Final Business Response /* (4000, 9, 2015/08/14) */
We have spoken with the customer and the replacement and new installation are both scheduled for August 25, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (2000, 11, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company went above and beyond to resolve the issue.
We appreciate the customer’s feedback. Service was completed on October 14th as scheduled. We have also discounted the order with the agreement of the customer. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns. The agreed upon credit was issued on December 6th. We thank the customer for their feedback regarding their experience.
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]
We appreciate the customer contacting us regarding their concerns. We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the hardwood flooring. The certified inspection is yet to be scheduled. Once we have results we...
will discuss the findings with the customer. We have also agreed to review estimates submitted by the customer regarding damages that occurred during installation for possible compensation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
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’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.
Complaint: [redacted]
I am rejecting this response because: it took almost a m9nth for Empire to respond to my request. during this long interval...
I received phone calls from sales wanting to set up appointments for new blinds! also a salesman came to my home to talk about new blinds when I specifically stated the appointment was for damaged existing blinds! Empire doesn't know how to communicate with each department not customers. Lots of complaints on Revdex.com website state the same concerns.
Sincerely,
[redacted]
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]
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.
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 repair work was completed on Friday, January 27th.
Thank you for contacting us regarding your concerns. The local office spoke with the customer regarding the issues. The customer has not yet has a professional cleaning of the carpet as required by the manufacturer to file a claim under warranty. We have recommend that the customer have the...
carpet cleaned as soon as possible.
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.
Initial Business Response /* (1000, 5, 2015/06/05) */
We appreciate the customer contacting us regarding her concerns. The installation was completed on May 29, 2015, and the customer has advised that she is satisfied. We appreciate the customer's feedback and hope to assist her with future home...
improvement projects.
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, 2015/08/07) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a replacement. We will be contacting the customer to schedule an appointment to select a new style for replacement at her...
convenience. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have also offered to replace the carpet in the other rooms at cost because the new carpet won't match the other rooms.
Final Business Response /* (4000, 9, 2015/08/14) */
We have spoken with the customer and the replacement and new installation are both scheduled for August 25, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (2000, 11, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company went above and beyond to resolve the issue.
We appreciate the customer’s feedback. Service was completed on October 14th as scheduled. We have also discounted the order with the agreement of the customer. We thank the customer for their feedback.
The local office spoke with the customer and confirmed the refunds have been received.
We appreciate the customer contacting us regarding their concerns. The agreed upon credit was issued on December 6th. We thank the customer for their feedback regarding their experience.
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]
We were able to reach an amicable resolution to this matter with the customer. We appreciate the feedback.
We appreciate the customer contacting us regarding their concerns. Service was completed on July 8, 2017. We thank the customer for their feedback.
The local office spoke with the customer on February 20th and came to an amicable resolution.
We appreciate the customer contacting us regarding their concerns. We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the hardwood flooring. The certified inspection is yet to be scheduled. Once we have results we...
will discuss the findings with the customer. We have also agreed to review estimates submitted by the customer regarding damages that occurred during installation for possible compensation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
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’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.
Complaint: [redacted]
I am rejecting this response because: it took almost a m9nth for Empire to respond to my request. during this long interval...
I received phone calls from sales wanting to set up appointments for new blinds! also a salesman came to my home to talk about new blinds when I specifically stated the appointment was for damaged existing blinds! Empire doesn't know how to communicate with each department not customers. Lots of complaints on Revdex.com website state the same concerns.
Sincerely,
[redacted]
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]
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.