We appreciate the customer contacting us regarding their concerns. We are a full service flooring provider, our pricing is all inclusive and unfortunately we are not able to break it out line by line as the customer is requesting. The local office has contacted the customer and scheduled for...
We appreciate the customer contacting us regarding their concerns. Service was completed on Monday June 12, 2017. We thank the customer for their feedback.
Complaint: [redacted]
I am rejecting this response because: They have not given us a reasonable offer. They put my kids health at risk because they could not do there job right the first time. They lied saying they try to get a hold of us. They have lied and said they try to give us a reasonable offer. Now not only have they put this off for months and not return our calls and have repeatally done no calls and no shows there carpet on my stairs is starting to fall apart. I'm sick of this. We have asked them 500.00 back and to redo all carpet right, we have been fighting this for over 3 months now. Our furniture is ruined. Our carpet is horrible, they need to fix what they screwed up and give us our money back. They have the worst customer service, the worst intallers, and they lie through there teeth. So we are rejecting this because they are all lies.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/09/24) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer regarding the installation issues, and an inspection is scheduled for September 29, 2015. We appreciate the customer's feedback and look forward...
to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the wood floor installation is not the problem, the problem was the lack of information the salesman had when selling me the products. He also over charged my credit card that took me 4 phone calls to finally correct. He sold me hard wood flooring that would not fit and I had to discuss with the installers for 2 hours, then reschedule the salesman to come over again and order the right material. He also sold me carpeting that the company could not install. I had to contact another company to order my carpeting and I had to pick it up and install it myself. My time is worth money and I spent 12 plus hours to resolve this matter. $2000 should cover my time and frustration.
Final Business Response /* (4000, 14, 2015/10/01) */
We have spoken with the customer and agreed upon a partial refund with a signed agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (2000, 16, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer and scheduled repairs for Thursday, July 6th. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on June 16, 2016. We need to schedule one additional repair of a transition. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding her concerns. The refund has been processed back to the customer’s credit card, and we have been in contact with the customer to confirm that she has received it. We appreciate the customer’s feedback and look forward to amicably resolving this...
Initial Business Response /* (1000, 5, 2015/05/08) */
We appreciate the customer contacting us regarding his concerns. We 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 expense. We will...
continue to work with the customer to get the damages repaired, and we look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (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 supervisors. I have been talking to Mr. [redacted], and he promised me that he will give me a credit on my credit card for the damages. That has been over a week ago. I have not received the credit yet. I will update my response, once I receive the credit for the damages.
Final Business Response /* (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 account. We have also sent the [redacted] a confirmation email showing that the accommodation has been processed. We appreciate the [redacted]'s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:
The original "offer" to fix the floor was for just over one thousand dollars. Empire Today's "discounted" price was just over nine hundred dollars. A grand savings of a discount of just over one hundred dollars for a floor that did not live up to its promise by its sales people. Also, NOWHERE in the contract does it state damage done by normal wear and tear. See you in court!
Sincerely,
James [redacted]
We appreciate the customer contacting us regarding their concerns. Service was completed as agreed. The hallway was not contract for and would require a separate order to complete. We would be happy to do so at the customer’s earliest convenience. The local office emailed a copy of the contract to...
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and advised that we will have an inspection conducted by an independent, third party inspection company. Once we receive the inspection report, we will follow up with the customer to discuss the results...
and possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns.
Per the customer’s request, the order was canceled and the deposit payment was refunded on July 18, 2016, in full to the credit card used for payment. Please allow up to 5 business days for the refund to post.
We appreciate the customer contacting us regarding her concerns.
The General Manger of the local office spoke to the customer and agreed to resolve this issue amicably with a discount. The Agreement has been received and the agreed upon discount is in process.
Initial Business Response /* (1000, 5, 2015/08/14) */
We appreciate the customers contacting us regarding her concerns. We regret the issues that occurred with the customer's installation experience, and any inconvenience that occurred as a result. We have spoken with the customer and confirmed...
that the orders have been cancelled. We appreciate the customer's feedback.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What happened with EMPIRE TODAY that EVERYTHING was so screwed up! I want to know who dropped the ball at every step of their process, from writing up the order, setting up the appointments and bringing the wrong materials( wrong carpet, mouldings and no subfloor material). Nobody at this company had a clue to what was taking place. Horrible communications and planning. No managers work on Saturday????? WHY? How do your installers and customers get help on Saturday????
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Empire HAS NOT addressed any of are questions. They keep replying with a generic statement. They have NOT spoken to us in regards to why they screwed up so bad, I had a call from amy to check if we got the $500 refund.
I cant seem to get any answers about why the sales person, customer service, managers, supplyers ect. dropped the ball on EVERYTHING!
This is the same garbage information they gave during the painful couple days we tried to deal with empire.
Revdex.com PLEASE dont make me accept this hollow response. At least tell me you will do SOMETHING otherwise it shows me you too accept garbage respopnses.
Its so sad that our country accepts this as normal, its ok we screwed someone else and we will be allowed to continue operating this way.
How about they pay me for the 2 days I spent waiting for them, and calling them, and putting up with them.
A very disappointed [redacted] U.S.A.F
Final Business Response /* (4000, 13, 2015/09/02) */
The customer's order has been cancelled, and the deposit has been refunded. We regret that we were not able to complete the installation. We can offer the customer discounted pricing if she chooses to purchase from us in the future, but we are not able to give her a monetary accommodation, as she has not purchased from us. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
We appreciate the customer contacting us regarding their concerns. Installation was completed on Oct 22nd and 24th. Further, the customer has been accommodated for their plumber clearing the drains of grout. We thank you for your feedback regarding your order.
Initial Business Response /* (1000, 5, 2014/11/11) */
We appreciate the [redacted] contacting us regarding his concerns. We have spoken with the [redacted] regarding his installation concerns, and the necessary repairs are scheduled to be completed on November 14, 2014. We appreciate the [redacted]'s...
feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (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 lacking. They 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 them. They 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/10/2014. Refund of the Carpet $750.00 (which we do not have) and $1,750.00 for Ceramic Tile installations. Complete refund for the $2,500.00 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 048FAAE991 and 048FAAE882.
Justifications:
X: XX-XX-XXXX XX:XXAM PST [redacted], the installer for Empire Today just came and replaced another tile, this makes two with him (four altogether to previous by the original installers). [redacted], took picture to provide to [redacted], Satelite General Manager the tile (according to [redacted], and Empire Today professional installer, 'the installation: is not a very good job, and I will take pictures to show [redacted], the tile is uneven') showed where the tile is higher in some places and the tiles already replace should have not come loose. He 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 2 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 order. But 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 number. Event the short not did not even mention this. While 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 10-15 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 PST. Her 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 $200.00 refund. The carpet was frayed on one end and cut to short on the other even the concrete was exposed. This 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 to. Even 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 for. It 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 operated. Let'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 option. Final 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 compensated. I 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 $2,500.00. 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 for. If they can not even put a comment in the brief statement which would have acknowledged them, and at least express this is not normal 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 $2,500.00 to our credit card, and the unconditional one year warranty for the installations.
On a final note: [redacted], 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 Today. LLC installations. Also, 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 worst. We 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 /* (4000, 9, 2014/11/24) */
All the repairs have now been completed. For [redacted] satisfaction, a credit of $750 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 compensation. We appreciate the customers feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (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 follow-up response(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 issues. It is clear they are not going to do so, including the poor way the tile was installed, especially in the hall/foyer. They 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.com. It is obvious this may/is going nowhere, and we find it is futile to continue this conversation. The 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 LLC. We just want to let customers beware, in our estimation, to consider before any installation and work is completed. It 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 future. We would have preferred a different outcome, however, it is apparent it shall be difficult even when someone is forthcoming.
Initial Business Response /* (1000, 10, 2015/09/10) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a replacement. The customer accepted this offer, and the replacement is scheduled to be completed on September 14, 2015. We...
appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 12, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After opening two Revdex.com complaints and a [redacted] Attorney General's Consumer Protection Division case, Empire finally decided to honor their warranty and replaced my carpet. I would not recommend this company.
We appreciate the customer contacting us regarding their concerns. We are a full service flooring provider, our pricing is all inclusive and unfortunately we are not able to break it out line by line as the customer is requesting. The local office has contacted the customer and scheduled for...
service for Friday October 21, 2016.
We appreciate the customer contacting us regarding their concerns. Service was completed on Monday June 12, 2017. We thank the customer for their feedback.
Complaint: [redacted]
I am rejecting this response because: They have not given us a reasonable offer. They put my kids health at risk because they could not do there job right the first time. They lied saying they try to get a hold of us. They have lied and said they try to give us a reasonable offer. Now not only have they put this off for months and not return our calls and have repeatally done no calls and no shows there carpet on my stairs is starting to fall apart. I'm sick of this. We have asked them 500.00 back and to redo all carpet right, we have been fighting this for over 3 months now. Our furniture is ruined. Our carpet is horrible, they need to fix what they screwed up and give us our money back. They have the worst customer service, the worst intallers, and they lie through there teeth. So we are rejecting this because they are all lies.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. Service was completed as agreed. We thank the customer for their feedback.
Initial Business Response /* (1000, 10, 2015/09/24) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer regarding the installation issues, and an inspection is scheduled for September 29, 2015. We appreciate the customer's feedback and look forward...
to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the wood floor installation is not the problem, the problem was the lack of information the salesman had when selling me the products. He also over charged my credit card that took me 4 phone calls to finally correct. He sold me hard wood flooring that would not fit and I had to discuss with the installers for 2 hours, then reschedule the salesman to come over again and order the right material. He also sold me carpeting that the company could not install. I had to contact another company to order my carpeting and I had to pick it up and install it myself. My time is worth money and I spent 12 plus hours to resolve this matter. $2000 should cover my time and frustration.
Final Business Response /* (4000, 14, 2015/10/01) */
We have spoken with the customer and agreed upon a partial refund with a signed agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (2000, 16, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer and scheduled repairs for Thursday, July 6th. We thank the customer for their feedback.
We apologize for any inconvenience this matter has caused and would be happy to discount the order by 10%.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on June 16, 2016. We need to schedule one additional repair of a transition. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding her concerns. The refund has been processed back to the customer’s credit card, and we have been in contact with the customer to confirm that she has received it. We appreciate the customer’s feedback and look forward to amicably resolving this...
matter.
The local office serviced on Thursday May 4th. They are scheduled to return on Tuesday May 9th to complete repairs.
Initial Business Response /* (1000, 5, 2015/05/08) */
We appreciate the customer contacting us regarding his concerns. We 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 expense. We will...
continue to work with the customer to get the damages repaired, and we look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (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 supervisors. I have been talking to Mr. [redacted], and he promised me that he will give me a credit on my credit card for the damages. That has been over a week ago. I have not received the credit yet. I will update my response, once I receive the credit for the damages.
Final Business Response /* (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 account. We have also sent the [redacted] a confirmation email showing that the accommodation has been processed. We appreciate the [redacted]'s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:
The original "offer" to fix the floor was for just over one thousand dollars. Empire Today's "discounted" price was just over nine hundred dollars. A grand savings of a discount of just over one hundred dollars for a floor that did not live up to its promise by its sales people. Also, NOWHERE in the contract does it state damage done by normal wear and tear. See you in court!
Sincerely,
James [redacted]
We appreciate the customer contacting us regarding their concerns. Service was completed as agreed. The hallway was not contract for and would require a separate order to complete. We would be happy to do so at the customer’s earliest convenience. The local office emailed a copy of the contract to...
the customer as requested.
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and advised that we will have an inspection conducted by an independent, third party inspection company. Once we receive the inspection report, we will follow up with the customer to discuss the results...
and possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns.
Per the customer’s request, the order was canceled and the deposit payment was refunded on July 18, 2016, in full to the credit card used for payment. Please allow up to 5 business days for the refund to post.
We appreciate the customer contacting us regarding her concerns.
The General Manger of the local office spoke to the customer and agreed to resolve this issue amicably with a discount. The Agreement has been received and the agreed upon discount is in process.
We thank the...
customer for her feedback regarding this matter.
Initial Business Response /* (1000, 5, 2015/08/14) */
We appreciate the customers contacting us regarding her concerns. We regret the issues that occurred with the customer's installation experience, and any inconvenience that occurred as a result. We have spoken with the customer and confirmed...
that the orders have been cancelled. We appreciate the customer's feedback.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What happened with EMPIRE TODAY that EVERYTHING was so screwed up! I want to know who dropped the ball at every step of their process, from writing up the order, setting up the appointments and bringing the wrong materials( wrong carpet, mouldings and no subfloor material). Nobody at this company had a clue to what was taking place. Horrible communications and planning. No managers work on Saturday????? WHY? How do your installers and customers get help on Saturday????
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Empire HAS NOT addressed any of are questions. They keep replying with a generic statement. They have NOT spoken to us in regards to why they screwed up so bad, I had a call from amy to check if we got the $500 refund.
I cant seem to get any answers about why the sales person, customer service, managers, supplyers ect. dropped the ball on EVERYTHING!
This is the same garbage information they gave during the painful couple days we tried to deal with empire.
Revdex.com PLEASE dont make me accept this hollow response. At least tell me you will do SOMETHING otherwise it shows me you too accept garbage respopnses.
Its so sad that our country accepts this as normal, its ok we screwed someone else and we will be allowed to continue operating this way.
How about they pay me for the 2 days I spent waiting for them, and calling them, and putting up with them.
A very disappointed [redacted] U.S.A.F
Final Business Response /* (4000, 13, 2015/09/02) */
The customer's order has been cancelled, and the deposit has been refunded. We regret that we were not able to complete the installation. We can offer the customer discounted pricing if she chooses to purchase from us in the future, but we are not able to give her a monetary accommodation, as she has not purchased from us. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
We appreciate the customer contacting us regarding their concerns. Installation was completed on Oct 22nd and 24th. Further, the customer has been accommodated for their plumber clearing the drains of grout. We thank you for your feedback regarding your order.
Initial Business Response /* (1000, 5, 2014/11/11) */
We appreciate the [redacted] contacting us regarding his concerns. We have spoken with the [redacted] regarding his installation concerns, and the necessary repairs are scheduled to be completed on November 14, 2014. We appreciate the [redacted]'s...
feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (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 lacking. They 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 them. They 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/10/2014. Refund of the Carpet $750.00 (which we do not have) and $1,750.00 for Ceramic Tile installations. Complete refund for the $2,500.00 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 048FAAE991 and 048FAAE882.
Justifications:
X: XX-XX-XXXX XX:XXAM PST [redacted], the installer for Empire Today just came and replaced another tile, this makes two with him (four altogether to previous by the original installers). [redacted], took picture to provide to [redacted], Satelite General Manager the tile (according to [redacted], and Empire Today professional installer, 'the installation: is not a very good job, and I will take pictures to show [redacted], the tile is uneven') showed where the tile is higher in some places and the tiles already replace should have not come loose. He 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 2 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 order. But 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 number. Event the short not did not even mention this. While 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 10-15 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 PST. Her 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 $200.00 refund. The carpet was frayed on one end and cut to short on the other even the concrete was exposed. This 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 to. Even 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 for. It 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 operated. Let'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 option. Final 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 compensated. I 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 $2,500.00. 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 for. If they can not even put a comment in the brief statement which would have acknowledged them, and at least express this is not normal 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 $2,500.00 to our credit card, and the unconditional one year warranty for the installations.
On a final note: [redacted], 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 Today. LLC installations. Also, 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 worst. We 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 /* (4000, 9, 2014/11/24) */
All the repairs have now been completed. For [redacted] satisfaction, a credit of $750 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 compensation. We appreciate the customers feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (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 follow-up response(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 issues. It is clear they are not going to do so, including the poor way the tile was installed, especially in the hall/foyer. They 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.com. It is obvious this may/is going nowhere, and we find it is futile to continue this conversation. The 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 LLC. We just want to let customers beware, in our estimation, to consider before any installation and work is completed. It 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 future. We would have preferred a different outcome, however, it is apparent it shall be difficult even when someone is forthcoming.
Initial Business Response /* (1000, 10, 2015/09/10) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a replacement. The customer accepted this offer, and the replacement is scheduled to be completed on September 14, 2015. We...
appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (2000, 12, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After opening two Revdex.com complaints and a [redacted] Attorney General's Consumer Protection Division case, Empire finally decided to honor their warranty and replaced my carpet. I would not recommend this company.