Initial Business Response /* (1000, 5, 2015/01/29) */
We appreciate the customer contacting us regarding his concerns. We regret any delay in the refund check for the overpayment, and any inconvenience that occurred as a result. The check was sent via FedEx on January 23, 2015 and was delivered on...
January 26, 2015. We appreciate the customer's feedback.
We appreciate the customer contacting us regarding her concerns. We regret the delay in completing the installation and any inconvenience that occurred as a result. The installation has now been completed, and the customer is satisfied. We appreciate the customer's feedback.
We appreciate the customer contacting us regarding their concerns. The local office has scheduled replacement under warranty at no additional cost for Saturday April 15, 2017.
We regret any delays that occurred in processing the refund for the damages. The refund has now been processed, and the check will be sent to the customer’s provided mailing address. We appreciate the customer’s feedback.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the completion of the installation for August 22, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer’s feedback. The squeaking the customer is hearing is from the laminate flooring the customer installed prior to the carpet installation. The laminate flooring has uneven end joint cuts which are rubbing on the transition, causing the squeaking. We purchased and installed the transitions at our own cost, however, the improperly installed laminate is rubbing against the properly installed transition. The carpet we installed is not causing any movement or noise. The laminate flooring must be repaired to stop the squeaking. We regret that we cannot service a floor that we did not install.
We appreciate the customer contacting us regarding their concerns. Full replacement of the flooring was completed on August 29, 2016. Further, we are reimbursing the customer for expenses related to the pluming. We appreciate their feedback regarding their experience.
Initial Business Response /* (1000, 5, 2015/06/23) */
We appreciate the customer contacting us regarding her concerns. The issues with the customer's carpet are site related and not covered under warranty. For customer satisfaction and goodwill, we have offered to replace the carpet for the cost of...
labor in exchange for a signed release. The customer has advised that she would like a different style; we have explained that if she chooses an upgraded product, she will have to pay the price difference. The customer will be selecting a new style on June 25, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We too appreciate the promptness of the company's response. We only agree with part of their their statement. We do not agree it is a site issue. We believe the carpet is inferior. To have the manufacture give an opinion on their own product as to it's quality seems suspect at best. However, I have done business with this company in the past and have been satisfied. As our act of goodwill we agreed to look at other products they have to offer because we know they carry other manufacturer products. To have the same carpet by the same manufacturer installed is not wise on our part.We too are looking for an amicable resolution.
Final Business Response /* (4000, 9, 2015/07/02) */
We have spoken with the customer and confirmed that she is scheduled to select a new product on July 23, 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 customer’s carpet installed in September 2013. The manufacturer requires a professionally cleaning every 12-18 months to continue warranty coverage. The local office spoke with the customer who advised the carpet had never been...
professionally cleaned. As such, the manufacturer will not approve any claims. We recommend the customer have the carpet professionally cleaned. This may help the carpet’s appearance somewhat.
Complaint: [redacted]
I am rejecting this response because:
They have made many many promises and appointments and never showed up or fixed the issues. When the issues are fixed and I have been reimbursed for the work I will accept their response
[redacted]
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer will be selecting a new style on January 28, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this...
Initial Business Response /* (1000, 5, 2015/06/12) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered to address his concerns with the noise. The customer has requested that an inspection be done first, and we have scheduled the...
inspection for June 17, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The floor inspection occurred on June 23, 2015 instead of June 17, 2015 due to rescheduling by Empire. On June 23, the Installation Manager inspected the flooring and stated that our flooring would be removed and reinstalled with gluing and would take approx 2 1/2 days for redo completion. The Manager stated that he would contact us and confirm probable start date of Thursday, June 25. We have not yet been contacted about whether work will begin tomorrow on June 25. Please do not close this complaint until our case is fully resolved.
Final Business Response /* (4000, 9, 2015/07/07) */
We have been in contact with the customer and agreed to glue down the floor in exchange for a signed release. The service will be scheduled at the customer's convenience upon the receipt of the signed release. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:...
Empire today installer not only cut, trimmed, shortened (however your want to word it) interior doors in my home, the installer came back to my home on 10/13/16 to remedy the problem of doors rubbing the flooring by cutting, trimming, shortening the doors for the second time. The installer sent by empire today did not arrived with the install manager as agreed prior by the install manager and myself. The installer during that visit also removed the exterior door that does not open completely (due to the floor) and reinstalled it. The installer then communicated to me that they needed to phone the office to discuss repair options. The installers left my home without any further communications with me. I then called the office and the office notified inspections solutions to access the issue, scheduled for 10/18/16. currently awaiting results. The issue with the doors were caused by the defected material of the first flooring installed, and the installer installing the second replacement flooring on top of the damaged flooring causing the need to cut the doors,
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.
After the install of the new floor everything appears in order, however this was the case during the first install. As the adhesive cures and the floor settles that is when Ill know for sure that I am either satisfied with the install or will have to contact Empire again for repairs. As of this moment, the day of install everything looks good.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the appointment was unexpected (I setup an appointment 2 weeks later) but the transitions were installed. The 3/4 round ends are not pretty but I wasn't knowledgeable enough to be specific in the order. I can ask for nothing more contractually. Read your contract.
Sincerely,
[redacted]
The local office mailed the warranty and inspection documents on August 1, 2017. All of our warranty information and care information is online at our website. We have scheduled for Saturday August 5th for service.
The 5mm flooring the customer ordered and was installed with is one of the thickest we carry. Further, the thickness is not listed on the contract, rather the flooring is identified by style and color.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer and
scheduled an inspection for November 24, 2015. Once we have reviewed the
inspection results, we will follow up with the customer to discuss possible solutions.
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 10887539, and find that this resolution is satisfactory to me.
Sincerely,
Emily [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and do not find it completely satisfactory but understand there is little more that can be done. The company did offer a small discount on the agreed upon services but the lack of respect to me as a customer I feel is still unacceptable. I am not expecting any other type of resolution from them as all services have been completed at this time but the company needs to know that I am far from pleased on how my wife and I were treated on the many phone calls we exchanged in order to resolve the issue multiple times. Also it is completely unacceptable to cancel appointments the morning of and then fail to make the next appointment that was agreed upon. There seems to be no accountability in this company.
Sincerely,
David [redacted]
Initial Business Response /* (1000, 5, 2015/01/29) */
We appreciate the customer contacting us regarding his concerns. We regret any delay in the refund check for the overpayment, and any inconvenience that occurred as a result. The check was sent via FedEx on January 23, 2015 and was delivered on...
January 26, 2015. We appreciate the customer's feedback.
We appreciate the customer contacting us regarding her concerns. We regret the delay in completing the installation and any inconvenience that occurred as a result. The installation has now been completed, and the customer is satisfied. We appreciate the customer's feedback.
We appreciate the customer contacting us regarding their concerns. The local office has scheduled replacement under warranty at no additional cost for Saturday April 15, 2017.
We regret any delays that occurred in processing the refund for the damages. The refund has now been processed, and the check will be sent to the customer’s provided mailing address. We appreciate the customer’s feedback.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the completion of the installation for August 22, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer’s feedback. The squeaking the customer is hearing is from the laminate flooring the customer installed prior to the carpet installation. The laminate flooring has uneven end joint cuts which are rubbing on the transition, causing the squeaking. We purchased and installed the transitions at our own cost, however, the improperly installed laminate is rubbing against the properly installed transition. The carpet we installed is not causing any movement or noise. The laminate flooring must be repaired to stop the squeaking. We regret that we cannot service a floor that we did not install.
We appreciate the customer contacting us regarding their concerns. Full replacement of the flooring was completed on August 29, 2016. Further, we are reimbursing the customer for expenses related to the pluming. We appreciate their feedback regarding their experience.
Initial Business Response /* (1000, 5, 2015/06/23) */
We appreciate the customer contacting us regarding her concerns. The issues with the customer's carpet are site related and not covered under warranty. For customer satisfaction and goodwill, we have offered to replace the carpet for the cost of...
labor in exchange for a signed release. The customer has advised that she would like a different style; we have explained that if she chooses an upgraded product, she will have to pay the price difference. The customer will be selecting a new style on June 25, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We too appreciate the promptness of the company's response. We only agree with part of their their statement. We do not agree it is a site issue. We believe the carpet is inferior. To have the manufacture give an opinion on their own product as to it's quality seems suspect at best. However, I have done business with this company in the past and have been satisfied. As our act of goodwill we agreed to look at other products they have to offer because we know they carry other manufacturer products. To have the same carpet by the same manufacturer installed is not wise on our part.We too are looking for an amicable resolution.
Final Business Response /* (4000, 9, 2015/07/02) */
We have spoken with the customer and confirmed that she is scheduled to select a new product on July 23, 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 customer’s carpet installed in September 2013. The manufacturer requires a professionally cleaning every 12-18 months to continue warranty coverage. The local office spoke with the customer who advised the carpet had never been...
professionally cleaned. As such, the manufacturer will not approve any claims. We recommend the customer have the carpet professionally cleaned. This may help the carpet’s appearance somewhat.
Complaint: [redacted]
I am rejecting this response because:
They have made many many promises and appointments and never showed up or fixed the issues. When the issues are fixed and I have been reimbursed for the work I will accept their response
[redacted]
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer will be selecting a new style on January 28, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this...
matter.
Initial Business Response /* (1000, 5, 2015/06/12) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered to address his concerns with the noise. The customer has requested that an inspection be done first, and we have scheduled the...
inspection for June 17, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The floor inspection occurred on June 23, 2015 instead of June 17, 2015 due to rescheduling by Empire. On June 23, the Installation Manager inspected the flooring and stated that our flooring would be removed and reinstalled with gluing and would take approx 2 1/2 days for redo completion. The Manager stated that he would contact us and confirm probable start date of Thursday, June 25. We have not yet been contacted about whether work will begin tomorrow on June 25. Please do not close this complaint until our case is fully resolved.
Final Business Response /* (4000, 9, 2015/07/07) */
We have been in contact with the customer and agreed to glue down the floor in exchange for a signed release. The service will be scheduled at the customer's convenience upon the receipt of the signed release. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:...
Empire today installer not only cut, trimmed, shortened (however your want to word it) interior doors in my home, the installer came back to my home on 10/13/16 to remedy the problem of doors rubbing the flooring by cutting, trimming, shortening the doors for the second time. The installer sent by empire today did not arrived with the install manager as agreed prior by the install manager and myself. The installer during that visit also removed the exterior door that does not open completely (due to the floor) and reinstalled it. The installer then communicated to me that they needed to phone the office to discuss repair options. The installers left my home without any further communications with me. I then called the office and the office notified inspections solutions to access the issue, scheduled for 10/18/16. currently awaiting results. The issue with the doors were caused by the defected material of the first flooring installed, and the installer installing the second replacement flooring on top of the damaged flooring causing the need to cut the doors,
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.
After the install of the new floor everything appears in order, however this was the case during the first install. As the adhesive cures and the floor settles that is when Ill know for sure that I am either satisfied with the install or will have to contact Empire again for repairs. As of this moment, the day of install everything looks good.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the appointment was unexpected (I setup an appointment 2 weeks later) but the transitions were installed. The 3/4 round ends are not pretty but I wasn't knowledgeable enough to be specific in the order. I can ask for nothing more contractually. Read your contract.
Sincerely,
[redacted]
The local office mailed the warranty and inspection documents on August 1, 2017. All of our warranty information and care information is online at our website. We have scheduled for Saturday August 5th for service.
The 5mm flooring the customer ordered and was installed with is one of the thickest we carry. Further, the thickness is not listed on the contract, rather the flooring is identified by style and color.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer and
scheduled an inspection for November 24, 2015. Once we have reviewed the
inspection results, we will follow up with the customer to discuss possible solutions.
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 10887539, and find that this resolution is satisfactory to me.
Sincerely,
Emily [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and do not find it completely satisfactory but understand there is little more that can be done. The company did offer a small discount on the agreed upon services but the lack of respect to me as a customer I feel is still unacceptable. I am not expecting any other type of resolution from them as all services have been completed at this time but the company needs to know that I am far from pleased on how my wife and I were treated on the many phone calls we exchanged in order to resolve the issue multiple times. Also it is completely unacceptable to cancel appointments the morning of and then fail to make the next appointment that was agreed upon. There seems to be no accountability in this company.
Sincerely,
David [redacted]