We appreciate the customer contacting us regarding their concerns.We inspected the installed flooring and found it to be defective by installation. As such, we have offered warranty replacement with the same product at no cost to the customer under the labor warranty, or replacement with an...
upgraded product for the difference in price.We have also offered a full refund in lieu of replacement, allowing the customer to keep the installed product “as is.”
Per the customer’s request, we canceled the order and refunded the full deposit to the credit card that was used for payment. We appreciate the customer’s feedback and hope to work with then in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding her concerns. We regret any miscommunication or confusion that occurred regarding the financing. We have spoken with the customer and advised that we contacted the financing company and had the plan adjusted to the 12 month option. It can take up to...
two billing cycles for this change to reflect on the statement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:There was no communication from the company from July 19 until July 26. We needed to confirm with them that they actually had the materials in stock in the [redacted] warehouse to complete our job, and we needed to know when they planned to have installers at our house to do the work, so that we could arrange for someone to be at home at the scheduled time. We both work full-time jobs outside the home, so advance notice is absolutely necessary. On the morning of July 26, we received a voice mail on one of our cell phones stating that the installation crew would be at our house THE SAME DAY between 1-3pm. No advance notice, no regard for our schedule whatsoever. We scrambled to get time off work to be home at the scheduled time, only to have the crew show up at 4:45pm - not within the 1-3pm time window. If we had known this, we wouldn't have had to waste time off from work. At this point, the job has been completed and we don't see any issues with the work so far. It is simply unbelievable to us that a company can treat customers this way, with nothing more than a "we apologize for any inconvenience," and still end up with an A+ rating with the Revdex.com because the complaint has technically been satisfied. We will NEVER again do business with Empire Today, and recommend that no one else does either.
Sincerely,
[redacted]
Complaint: 10940352
I am rejecting this response because: there has not been a different solution offered to the problem. I spoke with Vikki again yesterday and she offered to have the vinyl floor replaced at no charge but since they no longer carry the floor I have and I did not like any of the other options, I would have to pick one I don't like and continue to pay for the new floor. She also mentioned that the subfloor would be replaced at no charge. I never knew they were going to charge me for this since this was supposed to be repaired when the initial floor was installed! She again offered laminate flooring (which I don't want) at an additional charge. I told her that these were the same options that were previously presented and that I want a full refund so I can have the floor replaced by another company.
Sincerely,
Jennifer [redacted]
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, provided a monetary accommodation and confirmed the installation is completed. Customer is satisfied with the end result. We appreciate the customer’s feedback and consider this matter resolved.
We appreciate the customer contacting us regarding her concerns.
We have spoken with the customer and offered to have an inspection conducted by
an independent, third party inspection company. Once the inspection report is
complete and submitted to us, we will follow up with the customer to...
discuss
the results and possible solutions. The inspection company has been in contact
with the customer, and the inspection is scheduled for November 4, 2015. We
appreciate the customer’s feedback and look forward to amicably resolving this
matter.
Revdex.com:If Empire comes through with what they have stated and can complete this project this would be great, I have had many more instances since the claim I filed and need Empire to commit to what they tell me they are going to do.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Linda [redacted]
We appreciate the customer contacting us regarding their concerns.We inspected the installed carpet in December 2016 and found no defects with the product or installation. We suggested that the customer increase maintenance (vacuuming more frequently).For customer satisfaction and goodwill, we have...
offered replacement at a discounted cost to the customer.
We appreciate the customer contacting us regarding her concerns.
We have spoken with the customer and offered a partial discount with a signed
agreement. The customer accepted this offer, and the repairs are scheduled to
be completed on November 30, 2015. We appreciate the customer’s feedback...
and
look forward to amicably resolving this matter.
am rejecting this response because:
there were 4 missed installs. nobody offered me a discount. after the second missed install,which by the way you have to remove all furniture from the room for every install appointment, I asked for a discount and received $100.00 off. after the 4th unsuccessful install I asked for $200.00 off. they told me they would get back to me but never did. after posting my story on this Revdex.com site , I got a call from corporate. I was told that $200.00 was too much of a discount off a $670.00 order. their policy is $50.00 off for a missed install. I then informed corporate that there was 4 missed installs and $50.00 per missed install is $200.00, which was their policy. I was told that they would look into it and get back to me.I stated that if they wouldn't give me the $200.00 discount that I deserved according to their own policy, that the complaint would remain with the Revdex.com. I did not receive a call back. my order was cancelled, and they feel as though it has been resolved. 4 missed installs, 3 days out of work, 3 times moving furniture in and out of a bedroom because I got an install confirmation call each morning of each of the schedualled installs,and all I have to show for it as a cancelled order.this was not resolved, the complaint remains, and I will never do business with empire again!
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns.All services and installations have been completed as agreed. We appreciate the customer’s feedback regarding their order.
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer, and based on the results of the inspection, we have offered a replacement. The product will be delivered to the customer's home on September 24, 2015, and the replacement is scheduled for September 28,...
2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
The customer has been approved for replacement under warranty and the local office has been in contact with the customer to coordinate.
We appreciate the customer contacting us regarding their concerns.We inspected the installed flooring and found it to be defective by installation. As such, we have offered warranty replacement with the same product at no cost to the customer under the labor warranty, or replacement with an...
upgraded product for the difference in price.We have also offered a full refund in lieu of replacement, allowing the customer to keep the installed product “as is.”
Per the customer’s request, we canceled the order and refunded the full deposit to the credit card that was used for payment. We appreciate the customer’s feedback and hope to work with then in the future.
The local office has scheduled service with the customer for Saturday March 4th.
The local office has left several voicemail messages and sent email in an attempt to reach the customer, without a return call, to discuss inspection.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding her concerns. We regret any miscommunication or confusion that occurred regarding the financing. We have spoken with the customer and advised that we contacted the financing company and had the plan adjusted to the 12 month option. It can take up to...
two billing cycles for this change to reflect on the statement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because:There was no communication from the company from July 19 until July 26. We needed to confirm with them that they actually had the materials in stock in the [redacted] warehouse to complete our job, and we needed to know when they planned to have installers at our house to do the work, so that we could arrange for someone to be at home at the scheduled time. We both work full-time jobs outside the home, so advance notice is absolutely necessary. On the morning of July 26, we received a voice mail on one of our cell phones stating that the installation crew would be at our house THE SAME DAY between 1-3pm. No advance notice, no regard for our schedule whatsoever. We scrambled to get time off work to be home at the scheduled time, only to have the crew show up at 4:45pm - not within the 1-3pm time window. If we had known this, we wouldn't have had to waste time off from work. At this point, the job has been completed and we don't see any issues with the work so far. It is simply unbelievable to us that a company can treat customers this way, with nothing more than a "we apologize for any inconvenience," and still end up with an A+ rating with the Revdex.com because the complaint has technically been satisfied. We will NEVER again do business with Empire Today, and recommend that no one else does either.
Sincerely,
[redacted]
Complaint: 10940352
I am rejecting this response because: there has not been a different solution offered to the problem. I spoke with Vikki again yesterday and she offered to have the vinyl floor replaced at no charge but since they no longer carry the floor I have and I did not like any of the other options, I would have to pick one I don't like and continue to pay for the new floor. She also mentioned that the subfloor would be replaced at no charge. I never knew they were going to charge me for this since this was supposed to be repaired when the initial floor was installed! She again offered laminate flooring (which I don't want) at an additional charge. I told her that these were the same options that were previously presented and that I want a full refund so I can have the floor replaced by another company.
Sincerely,
Jennifer [redacted]
Service is scheduled for Saturday, March 18th.
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, provided a monetary accommodation and confirmed the installation is completed. Customer is satisfied with the end result. We appreciate the customer’s feedback and consider this matter resolved.
We appreciate the customer contacting us regarding her concerns.
We have spoken with the customer and offered to have an inspection conducted by
an independent, third party inspection company. Once the inspection report is
complete and submitted to us, we will follow up with the customer to...
discuss
the results and possible solutions. The inspection company has been in contact
with the customer, and the inspection is scheduled for November 4, 2015. We
appreciate the customer’s feedback and look forward to amicably resolving this
matter.
Revdex.com:If Empire comes through with what they have stated and can complete this project this would be great, I have had many more instances since the claim I filed and need Empire to commit to what they tell me they are going to do.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Linda [redacted]
We appreciate the customer contacting us regarding their concerns.We inspected the installed carpet in December 2016 and found no defects with the product or installation. We suggested that the customer increase maintenance (vacuuming more frequently).For customer satisfaction and goodwill, we have...
offered replacement at a discounted cost to the customer.
We appreciate the customer contacting us regarding her concerns.
We have spoken with the customer and offered a partial discount with a signed
agreement. The customer accepted this offer, and the repairs are scheduled to
be completed on November 30, 2015. We appreciate the customer’s feedback...
and
look forward to amicably resolving this matter.
Complaint: [redacted]
I...
am rejecting this response because:
there were 4 missed installs. nobody offered me a discount. after the second missed install,which by the way you have to remove all furniture from the room for every install appointment, I asked for a discount and received $100.00 off. after the 4th unsuccessful install I asked for $200.00 off. they told me they would get back to me but never did. after posting my story on this Revdex.com site , I got a call from corporate. I was told that $200.00 was too much of a discount off a $670.00 order. their policy is $50.00 off for a missed install. I then informed corporate that there was 4 missed installs and $50.00 per missed install is $200.00, which was their policy. I was told that they would look into it and get back to me.I stated that if they wouldn't give me the $200.00 discount that I deserved according to their own policy, that the complaint would remain with the Revdex.com. I did not receive a call back. my order was cancelled, and they feel as though it has been resolved. 4 missed installs, 3 days out of work, 3 times moving furniture in and out of a bedroom because I got an install confirmation call each morning of each of the schedualled installs,and all I have to show for it as a cancelled order.this was not resolved, the complaint remains, and I will never do business with empire again!
Sincerely,
[redacted]
The local office spoke with the customer on Thursday Nov 3rd and have reached an agreement to resolve the matter amicably.
We appreciate the customer contacting us regarding her concerns.
Repairs were completed under warranty on June 29, 2015, and credit has been issued to the customer’s financing account as agreed.
We appreciate the customer contacting us regarding their concerns.All services and installations have been completed as agreed. We appreciate the customer’s feedback regarding their order.
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer, and based on the results of the inspection, we have offered a replacement. The product will be delivered to the customer's home on September 24, 2015, and the replacement is scheduled for September 28,...
2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.