(The consumer indicated he/she DID NOT accept the response from the business.)
THE THIRD PARTY INSPECTION SAYS THAT THE CARPET HAS NORMAL WEAR. I DO NOT AGREE, THE MANAGER AT EMPIRE LEFT A MESSAGE SAYING THAT HE WANTS TO Repair buckling of carpet at no charge. If we are not happy with the results we can purchase new carpets at a discounted price. We already had the buckling repaired last year and it did nothing to help the excessive wear. We do not want to purchase the carpet again because the carpet and padding are of poor quality, we want a refund.
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.
They did finally refund me the money once they knew you were involved. Thank you very much for your assistance and time.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/02) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer, and the repairs are scheduled for April 2, 2015. We appreciate the customer's feedback and look forward to amicably resolving this...
matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per your guidelines you will close the complaint if I accept. We have not discussed everything regarding the problems.
Final Business Response /* (4000, 9, 2015/04/14) */
We have been communicating with the customer via email regarding the issues that have not yet been addressed. We are willing to complete the necessary repairs at the customer's convenience. We look forward to hearing back from the customer and reaching an amicable resolution.
We appreciate the customer contacting us regarding their concerns. We will replace the cove base per the customer’s request at a date convenient to the customer. We will also hire a certified professional cleaning company at no cost to the customer to clean the adhesive residue resulting from the...
original installation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding his concerns. The customer selected a new style, and we agreed upon a replacement at a discounted cost, with a signed agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter.
We have spoken with the customer and scheduled repairs for March 18, 2016. For customer satisfaction, we also offered a partial refund, which the customer accepted. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We have come to an agreement to re-install the carpets today. It is now 11am and no one has arrived to install the carpets. I am a flight attendant and my schedule is very hectic. I have put the 21st of October and the morning of the 22nd October aside. I loose 600.00 dollars in compensation. It is impossible to contact anyone at empire today. I have been on hold for more than 20 min. I have emailed but to no avail. At this point I will now want a refund and will go with another carpet company.
The local Customer Service Manager spoke with the customer on December 27th and offered to replace the installed carpet for only the customer’s cost of the labor. The customer advised he will speak with his wife regarding our offer.
The refund has been processed, and we have advised the customer that it can take three to five business days for the refund to reflect back on her credit card. We appreciate the customer’s feedback and look forward to amicably resolving this matter
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and discussed and explained the pricing of his order. We consider this matter resolved.
Initial Business Response /* (1000, 5, 2015/08/27) */
We appreciate the customer contacting us regarding her concerns. We regret the missed repair appointments and any inconvenience that occurred as a result. We have spoken with the customer, and the repairs were completed on August 26, 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 local office spoke to the customer on May 11th and offered to schedule the service for the bathroom molding. The customer will review their schedule can call back to set a date.
We have spoken with the customer, and the replacement is
scheduled for November 30, 2015. We appreciate the customer’s feedback
and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. We have offered to replace the hardwood flooring for customer satisfaction and goodwill at a deep discounted cost to the customer. The customer has accepted and replacement is scheduled for...
September 18, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because: Andrew at the [redacted]place let us know that his crews were too busy with other...
jobs so our repair was cancelled for today- even though we took yet another day off of work. The only option that was offered to us was to reschedule, for a 3rd time, for another weekday next week. We are not taking any more days off of work after we have been very flexible with Empire- we have taken 5 days off of work, had 2 installation crews not show up, had one shoddy repair with a promise to order more carpet and repair it correctly only to find they lied and said they repair was done, and now Empire is kicking the can further down the road cancelling the appointment last minute because they are not able to perform basic scheduling. I have spent countless hours on the phone with general customer service, sent pictures and measurements, and we have gotten no where. This company has earned a rating of F with this family.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] - [redacted] regarding this compliant. I called her back and left her a msg indicating that I would like to speak with her however I work so please leave me a few times she is available on my voicemail.She did call back - however did not provide any times and just asked me to return her call. I did again, and again, asked her to leave some times she is available so I can be free and never heard back. I called again and left another message and still no response.
Sincerely,
[redacted]
made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] Empire's representative and I have agreed on the issues to be repaired and/or dealt with. This is scheduled for 9/22/17[redacted]
We appreciate the customer contacting us with their concerns. Services were completed as agreed on Tuesday, November 1st. We thank the customer for their feedback regarding their order.
We appreciate the customer’s feedback regarding their experience. Unfortunately, we do not have an installer who can install shutters. We have offered to reimburse the customer for installation and also further discounted the order for the inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
THE THIRD PARTY INSPECTION SAYS THAT THE CARPET HAS NORMAL WEAR. I DO NOT AGREE, THE MANAGER AT EMPIRE LEFT A MESSAGE SAYING THAT HE WANTS TO Repair buckling of carpet at no charge. If we are not happy with the results we can purchase new carpets at a discounted price. We already had the buckling repaired last year and it did nothing to help the excessive wear. We do not want to purchase the carpet again because the carpet and padding are of poor quality, we want a refund.
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.
They did finally refund me the money once they knew you were involved. Thank you very much for your assistance and time.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/02) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer, and the repairs are scheduled for April 2, 2015. We appreciate the customer's feedback and look forward to amicably resolving this...
matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per your guidelines you will close the complaint if I accept. We have not discussed everything regarding the problems.
Final Business Response /* (4000, 9, 2015/04/14) */
We have been communicating with the customer via email regarding the issues that have not yet been addressed. We are willing to complete the necessary repairs at the customer's convenience. We look forward to hearing back from the customer and reaching an amicable resolution.
We appreciate the customer contacting us regarding their concerns. We will replace the cove base per the customer’s request at a date convenient to the customer. We will also hire a certified professional cleaning company at no cost to the customer to clean the adhesive residue resulting from the...
original installation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding his concerns. The customer selected a new style, and we agreed upon a replacement at a discounted cost, with a signed agreement. We appreciate the customer's feedback and look forward to amicably resolving this matter.
We have spoken with the customer and scheduled repairs for March 18, 2016. For customer satisfaction, we also offered a partial refund, which the customer accepted. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We have come to an agreement to re-install the carpets today. It is now 11am and no one has arrived to install the carpets. I am a flight attendant and my schedule is very hectic. I have put the 21st of October and the morning of the 22nd October aside. I loose 600.00 dollars in compensation. It is impossible to contact anyone at empire today. I have been on hold for more than 20 min. I have emailed but to no avail. At this point I will now want a refund and will go with another carpet company.
The local Customer Service Manager spoke with the customer on December 27th and offered to replace the installed carpet for only the customer’s cost of the labor. The customer advised he will speak with his wife regarding our offer.
The refund has been processed, and we have advised the customer that it can take three to five business days for the refund to reflect back on her credit card. We appreciate the customer’s feedback and look forward to amicably resolving this matter
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and discussed and explained the pricing of his order. We consider this matter resolved.
Initial Business Response /* (1000, 5, 2015/08/27) */
We appreciate the customer contacting us regarding her concerns. We regret the missed repair appointments and any inconvenience that occurred as a result. We have spoken with the customer, and the repairs were completed on August 26, 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 local office spoke to the customer on May 11th and offered to schedule the service for the bathroom molding. The customer will review their schedule can call back to set a date.
Revdex.com:
I have reviewed the response made by the business
Sincerely,
[redacted]
We have spoken with the customer, and the replacement is
scheduled for November 30, 2015. We appreciate the customer’s feedback
and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. We have offered to replace the hardwood flooring for customer satisfaction and goodwill at a deep discounted cost to the customer. The customer has accepted and replacement is scheduled for...
September 18, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because: Andrew at the [redacted]place let us know that his crews were too busy with other...
jobs so our repair was cancelled for today- even though we took yet another day off of work. The only option that was offered to us was to reschedule, for a 3rd time, for another weekday next week. We are not taking any more days off of work after we have been very flexible with Empire- we have taken 5 days off of work, had 2 installation crews not show up, had one shoddy repair with a promise to order more carpet and repair it correctly only to find they lied and said they repair was done, and now Empire is kicking the can further down the road cancelling the appointment last minute because they are not able to perform basic scheduling. I have spent countless hours on the phone with general customer service, sent pictures and measurements, and we have gotten no where. This company has earned a rating of F with this family.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] - [redacted] regarding this compliant. I called her back and left her a msg indicating that I would like to speak with her however I work so please leave me a few times she is available on my voicemail.She did call back - however did not provide any times and just asked me to return her call. I did again, and again, asked her to leave some times she is available so I can be free and never heard back. I called again and left another message and still no response.
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.
Sincerely,
[redacted] Empire's representative and I have agreed on the issues to be repaired and/or dealt with. This is scheduled for 9/22/17[redacted]
We appreciate the customer contacting us with their concerns. Services were completed as agreed on Tuesday, November 1st. We thank the customer for their feedback regarding their order.
We appreciate the customer’s feedback regarding their experience. Unfortunately, we do not have an installer who can install shutters. We have offered to reimburse the customer for installation and also further discounted the order for the inconvenience.