We appreciate the customer contacting us regarding their concernsWe can find no discrepancy with the contract or order; installation was with the product selectedThe local office has left messages with the customer to schedule an appointment with the customer to review the samples against the
installed floor
Initial Business Response /* (1000, 5, 2015/04/14) */
We appreciate the customer contacting us regarding her concernsWe spoke with the customer and offered a replacement with a different style for a discounted costThe customer accepted this offer and the replacement was completedWe appreciate
the customer's feedback and hope to assist her with future home improvement projects
Initial Business Response /* (1000, 5, 2015/04/07) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and explained that we do not control the terms and conditions of the financingThe customer advised that she had intended to file a complaint with
the financing company, not with usWe appreciate the customer's feedback
Initial Business Response /* (1000, 5, 2014/11/07) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and explained the subfloor work that needs to be completed before we can proceed with the installation; we are unable to provide the repairs
neededWe regret that the installation could not be completed as scheduled and offered a partial discount on the purchase price of the flooring for customer satisfaction, and to partially off-set the cost of the repair workWe look forward to hearing back from the customer and amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/01/23) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and advised that a gift card for her referral was sent out, but was returnedA gift card will be sent to the new address she providedShe should
receive the gift card within business daysWe appreciate the customer's feedback and hope to assist her with future home improvement projects
Initial Business Response /* (1000, 10, 2015/04/08) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace the carpet with laminate at a discounted cost or a partial refund in lieu of further serviceThe customer is currently
considering these offersWe look forward to hearing back from the customer and reaching an amicable resolution
Initial Business Response /* (1000, 5, 2014/11/25) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and the repairs are scheduled to be completed on November 28, We appreciate the customer's feedback, and we look forward to amicably
resolving this matter
Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to receive some sort of discount off my purchase for the poor installation and the bad customer service I have receivedI would be happy with $weeks of phone tag and in the end I was the one that had to call back AGAIN to get the repair scheduled
Final Business Response /* (4000, 9, 2014/12/04) */
We have been in contact with the customer regarding the necessary repairsSome of the repairs were completed on November 28, 2014, and the remainder of the repairs are scheduled to be completed on December 5, We appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/01/29) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer regarding his concerns with the installation and damages, and we offered a partial refund in exchange for a signed releaseThe has accepted this
offerWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/01/07) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer, and the damages are scheduled to be repaired on January 8, We appreciate the customer's feedback and look forward to amicably resolving
this matter
Initial Business Response /* (1000, 5, 2014/11/03) */
We appreciate the *** contacting us regarding her concernsWe have spoken with the ***, and the repairs are scheduled to be completed on November 5, We appreciate the ***'s feedback and look forward to amicably resolving
this matter
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came and fixed the floor, but they still need to replace the molding because the wrong size was sent from the warehouseI am still waiting for a reason why they tried to commit fraud and increase my credit card limit without my knowledgeThe *** service billing department was rudeMy claims agent there never called me backI am very dissatisfied with Empire, however the crew for install and replacement was wonderful
Final Consumer Response /* (3000, 15, 2014/12/05) */
12/4/
I still have not gotten a return call as to when the molding will be replacedI last got a call saying the molding was special order which I find very hard to believe because I was told the warehouse put the wrong height on the truckAlso, no one from Empire has apologized for the fraud they tried to commit with my credit card, by charging the wrong amount and then trying to increase the credit limit without my knowledge
Final Business Response /* (4000, 17, 2014/12/05) */
We have spoken with the *** and confirmed that the molding will be replaced on December 13, We appreciate the ***'s feedback and look forward amicably resolving his matter
Initial Business Response /* (1000, 5, 2014/12/11) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace the *** The customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this
matter
We appreciate the customer contacting us regarding her concerns. We have left the customer a message advising that the refund has been processed and that she will receive the refund check in the mail. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. The refund was processed on July 6, 2017, and can take 7-10 business days to be reflected on the credit card.
Complaint: [redacted]
I am rejecting this response because: as of July 26-2016 I I am still living with the carpet unfinished...
and my transition to the new laminate floor still damaged. Several people have looked at the problems but no one has fixed anything!
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled the order. The deposit payment was issued to the same credit card as used for payment. We hope to work with the customer on future home improvement projects.
We appreciate the customer contacting us regarding their concerns.
Installation was completed as agreed with the requested discount. We apologize for any inconvenience.
We would be happy to schedule inspection at the customer's earliest convenience. As this was installed in December 2015, we are pulling the contract documents from storage.
We appreciate the customer contacting us regarding their concernsWe can find no discrepancy with the contract or order; installation was with the product selectedThe local office has left messages with the customer to schedule an appointment with the customer to review the samples against the
installed floor
Initial Business Response /* (1000, 5, 2015/04/14) */
We appreciate the customer contacting us regarding her concernsWe spoke with the customer and offered a replacement with a different style for a discounted costThe customer accepted this offer and the replacement was completedWe appreciate
the customer's feedback and hope to assist her with future home improvement projects
Initial Business Response /* (1000, 5, 2015/04/07) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and explained that we do not control the terms and conditions of the financingThe customer advised that she had intended to file a complaint with
the financing company, not with usWe appreciate the customer's feedback
Initial Business Response /* (1000, 5, 2014/11/07) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and explained the subfloor work that needs to be completed before we can proceed with the installation; we are unable to provide the repairs
neededWe regret that the installation could not be completed as scheduled and offered a partial discount on the purchase price of the flooring for customer satisfaction, and to partially off-set the cost of the repair workWe look forward to hearing back from the customer and amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/01/23) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and advised that a gift card for her referral was sent out, but was returnedA gift card will be sent to the new address she providedShe should
receive the gift card within business daysWe appreciate the customer's feedback and hope to assist her with future home improvement projects
Initial Business Response /* (1000, 10, 2015/04/08) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace the carpet with laminate at a discounted cost or a partial refund in lieu of further serviceThe customer is currently
considering these offersWe look forward to hearing back from the customer and reaching an amicable resolution
Initial Business Response /* (1000, 5, 2014/11/25) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and the repairs are scheduled to be completed on November 28, We appreciate the customer's feedback, and we look forward to amicably
resolving this matter
Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to receive some sort of discount off my purchase for the poor installation and the bad customer service I have receivedI would be happy with $weeks of phone tag and in the end I was the one that had to call back AGAIN to get the repair scheduled
Final Business Response /* (4000, 9, 2014/12/04) */
We have been in contact with the customer regarding the necessary repairsSome of the repairs were completed on November 28, 2014, and the remainder of the repairs are scheduled to be completed on December 5, We appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/01/29) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer regarding his concerns with the installation and damages, and we offered a partial refund in exchange for a signed releaseThe has accepted this
offerWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Business Response /* (1000, 5, 2015/01/07) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer, and the damages are scheduled to be repaired on January 8, We appreciate the customer's feedback and look forward to amicably resolving
this matter
Initial Business Response /* (1000, 5, 2014/11/03) */
We appreciate the *** contacting us regarding her concernsWe have spoken with the ***, and the repairs are scheduled to be completed on November 5, We appreciate the ***'s feedback and look forward to amicably resolving
this matter
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came and fixed the floor, but they still need to replace the molding because the wrong size was sent from the warehouseI am still waiting for a reason why they tried to commit fraud and increase my credit card limit without my knowledgeThe *** service billing department was rudeMy claims agent there never called me backI am very dissatisfied with Empire, however the crew for install and replacement was wonderful
Final Consumer Response /* (3000, 15, 2014/12/05) */
12/4/
I still have not gotten a return call as to when the molding will be replacedI last got a call saying the molding was special order which I find very hard to believe because I was told the warehouse put the wrong height on the truckAlso, no one from Empire has apologized for the fraud they tried to commit with my credit card, by charging the wrong amount and then trying to increase the credit limit without my knowledge
Final Business Response /* (4000, 17, 2014/12/05) */
We have spoken with the *** and confirmed that the molding will be replaced on December 13, We appreciate the ***'s feedback and look forward amicably resolving his matter
Initial Business Response /* (1000, 5, 2014/12/11) */
We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and offered to replace the *** The customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this
matter
We appreciate the customer contacting us regarding her concerns. We have left the customer a message advising that the refund has been processed and that she will receive the refund check in the mail. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. The refund was processed on July 6, 2017, and can take 7-10 business days to be reflected on the credit card.
Complaint: [redacted]
I am rejecting this response because: as of July 26-2016 I I am still living with the carpet unfinished...
and my transition to the new laminate floor still damaged. Several people have looked at the problems but no one has fixed anything!
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled the order. The deposit payment was issued to the same credit card as used for payment. We hope to work with the customer on future home improvement projects.
As previously stated, nothing was found to be defective with the product.We have agreed to resolve the damage claim.
We appreciate the customer contacting us regarding their concerns.
Installation was completed as agreed with the requested discount. We apologize for any inconvenience.
We appreciate the customer contacting us regarding their concerns. The service was completed as agreed. We thank the customer for their feedback.
We would be happy to schedule inspection at the customer's earliest convenience. As this was installed in December 2015, we are pulling the contract documents from storage.
We appreciate the customer contacting us regarding their concerns.
Repairs were completed under warranty at no cost to the customer on July 15th. We apologize for any inconvenience.