We appreciate the customer contacting us regarding their concerns. We are unable to move pedestal sinks, a licensed plumber must do so. For customer satisfaction and goodwill, we have offered to remorse the customer for this expense. The customer has accepted our offer and advised they will...
schedule the plumber for the week after Thanksgiving.
We appreciate the customer contacting us regarding their concerns. Service was completed as agreed on August 15, 2017. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns.Service was completed on Monday, April 10, 2017. We thank the customer for their feedback regarding their experience.
Initial Business Response /* (1000, 10, 2015/10/12) */
We appreciate the customer contacting us regarding his concerns. The refund for the [redacted]'s cancelled order was processed back to his credit card on September 11, 2015. We have left the customer a message to verify that he has received the...
refund. We appreciate the [redacted]'s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 19, 2016. We appreciate the customer’s feedback and consider this matter resolved.
Initial Business Response /* (1000, 5, 2015/03/11) */
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 the inspection report is complete and...
submitted to us, we will contact the customer to review the results and possible solutions. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While Empire has agreed to pay to have an independent third party inspection and not at my expense, this does not resolve my issue. Empire stated they will await what the independent inspection report is before they will proceed with any further action. I have agreed to have the independent inspection even though it does not and will not affect my position in any way because I have done nothing other than follow the instructions for laminate floor care according to their own website. The independent inspection will take place on March 17, 2015 and it will be another 24 to 48 hours before Empire will have the report. Pending what their next move is, this issue has not been resolved to my satisfaction.
Final Business Response /* (4000, 9, 2015/03/25) */
The third party inspection report is complete, and the results indicate that the issues are locally caused and maintenance related. The customer was using a sealant, not a cleaning product on the floor. As such, this is not covered under warranty. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Final Consumer Response /* (4200, 11, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all let me state that I do not agree with the response of Empire Today and am so beyond disgusted and dissatisfied with this company. When I agreed to have a third party come out at Empire Today's request and expense, I pretty much knew this was just a tactic they were going to use to find an excuse to not replace the flooring, especially after talking with several others who have had similar issues with Empire Today and reading some of their reviews online.I just assumed from their commericials that they were a reputable company. It seems strange that now they say the product I used on the floor is "not covered under warranty" (never told or provided anything that included what would void the "warranty")especially since when I first contacted them about the floors they told me Empire did not warranty the floors themselves anyway even though I was told just that when I purchased the floors. As far as that third party report, there are several inaccurracies in the report. First of all they stated I had used the Rejuvenate restorer 11 times. I do not know where they got that number. I specifically told the original person Empire sent out I only used the product maybe twice a year. I also told him that the floors started looking bad approximately four months after they were installed even though I did not use anything on them at the time. I originally would get down on my hands and knees and rub up any scuffs and grime but the older I got (age 63 now) I was no longer able to continue doing that. When the floors got so bad that I could not stand them, I did use Rejuvenate at the recommendation of someone at Home Depot who said he had used it on his laminate floors and his looked great. I have only used this product for approximately the last 1-1/2 years and only about two or three times during that time. Since I was not able to be present during the inspection of the third party inspection, not allowed to say anything to them nor ask them any questions, they stated there were no installation issues but they missed several areas on the floor by the kitchen threshold where a couple of the laminate planks shift down and out of place and we have to kick them back in place. They stated that the base molding appeared all intact but if they had really looked harder they would have seen that is because we had to glue them back down and one in front of the threshold that lead to hall bath is even nailed down. I dont know how that missed that. They also mentioned an unrelated cheaper laminate we had in the entry way and living room had scuff marks as well but what they fail to mention is the scuff marks are not nearly as noticeable as the ones on the Empire Today flooring and that flooring has been in the home for many more years and they did not cost anywhere near the $3000 which is what I paid for the laminate floor from Empire Today. I would not be so disgusted if the Empire floors stood up as well as the cheaper laminate using the same product that I did on both! While I may not get any satisfaction from Empire Today as far as my flooring is concerned, I will use every means available to me to warn others before they are scammed and find out too late about Empire Today deceptive and ambiguous business practices once they get your money.
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and agreed upon a refund with a signed agreement. We have received the signed agreement from the customer, and the refund will be processed back to his 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.All installations are warrantied for one (1) year from date of installation. As this order is well out of warranty, the local office has contacted the customer and offered to service at a reduced cost to the customer.
We appreciate the customer contacting us regarding their concerns. We inspected the floor to determine the root cause of the customer’s concerns with the flooring. The inspection determined the installed hardwood flooring was free of manufacturing or installation defects and all concerns...
were customer expectation of the laminate. Empire has spoken to the customer and for customer satisfaction and goodwill has offered replacement of the laminate floor with a different laminate of equal value at no additional cost to the customer. We have an appointment for the customer to view laminates on August 16, 2016. Once the customer has selected a different laminate we will contact the customer to schedule the replacement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. In December 2016, we offered to take the customer’s payments in-house at no interest charge for the discounted amount, which was previously charged to the customer’s [redacted] financing account. The customer refused our in-house...
payment option and advised she preferred to stay with the payment plan through [redacted].
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer. The correct vinyl flooring was installed per contract and there are no manufacturing or installation related defects in the floor. We have offered the customer for customer satisfaction...
and good will a monetary accommodation or full replacement to a different product at a discounted cost to the customer. The customer has declined our offer, but agreed to call us back. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer, and the
installation has been completed. The wall base was not included as part of the
order. The customer has purchased his own wall base, and we will install it as
a customer courtesy on November...
13, 2015. We appreciate the customer’s feedback
and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer and left him messages to discuss his request for a discount. We look forward to hearing back from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled the order and issued a full refund to the original method(s) of payment. We look forward to working with the customer on future home improvement projects and we thank the customer for...
We appreciate the customer contacting us regarding their concerns.The local office contacted the customer and is fully replacing the installed flooring. We thank the customer for their feedback regarding their experience.
Complaint: [redacted]
I am rejecting this response because: I was willing to take a refund of what I paid, although with all that I have been through with this situation I feel I am entitled to more. I had to cancel a birthday and anniversary party due to the conditions of my floor. They also wanted me to sign an agreement that with accepting the refund I am waiving all rights for repairs, replacement or talk negative about Empire. When I agreed to the refund I told them that the debit card intially used was closed and if they could send me a check. The manager refused to send me a check stating that the refund has to go on the account intially used. I told him that the account is closed and if they attempt to put it in that account it would be rejected. He has refused to mail a check. So this will have to be handled by the courts. And the agreement to not talk negative about Empire is also out the window. I was hoping this could all be resolved without filing in small claims court but unfortunately this is the route I have to take.
Sincerely,
Michelle [redacted]
We appreciate the customer contacting us regarding their concerns. The customer changed their mind regarding the style and type of blinds they wanted, however the blinds were already fabricated by the vendor. For customer satisfaction and goodwill we have agreed to remake the blinds in the...
We appreciate the customer contacting us regarding his concerns. We conducted an inspection on February 29, 2016, and we will be following up with the customer to schedule the repairs at his convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. We are unable to move pedestal sinks, a licensed plumber must do so. For customer satisfaction and goodwill, we have offered to remorse the customer for this expense. The customer has accepted our offer and advised they will...
schedule the plumber for the week after Thanksgiving.
We appreciate the customer contacting us regarding their concerns. Service was completed as agreed on August 15, 2017. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns.Service was completed on Monday, April 10, 2017. We thank the customer for their feedback regarding their experience.
Initial Business Response /* (1000, 10, 2015/10/12) */
We appreciate the customer contacting us regarding his concerns. The refund for the [redacted]'s cancelled order was processed back to his credit card on September 11, 2015. We have left the customer a message to verify that he has received the...
refund. We appreciate the [redacted]'s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 19, 2016. We appreciate the customer’s feedback and consider this matter resolved.
Initial Business Response /* (1000, 5, 2015/03/11) */
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 the inspection report is complete and...
submitted to us, we will contact the customer to review the results and possible solutions. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While Empire has agreed to pay to have an independent third party inspection and not at my expense, this does not resolve my issue. Empire stated they will await what the independent inspection report is before they will proceed with any further action. I have agreed to have the independent inspection even though it does not and will not affect my position in any way because I have done nothing other than follow the instructions for laminate floor care according to their own website. The independent inspection will take place on March 17, 2015 and it will be another 24 to 48 hours before Empire will have the report. Pending what their next move is, this issue has not been resolved to my satisfaction.
Final Business Response /* (4000, 9, 2015/03/25) */
The third party inspection report is complete, and the results indicate that the issues are locally caused and maintenance related. The customer was using a sealant, not a cleaning product on the floor. As such, this is not covered under warranty. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Final Consumer Response /* (4200, 11, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all let me state that I do not agree with the response of Empire Today and am so beyond disgusted and dissatisfied with this company. When I agreed to have a third party come out at Empire Today's request and expense, I pretty much knew this was just a tactic they were going to use to find an excuse to not replace the flooring, especially after talking with several others who have had similar issues with Empire Today and reading some of their reviews online.I just assumed from their commericials that they were a reputable company. It seems strange that now they say the product I used on the floor is "not covered under warranty" (never told or provided anything that included what would void the "warranty")especially since when I first contacted them about the floors they told me Empire did not warranty the floors themselves anyway even though I was told just that when I purchased the floors. As far as that third party report, there are several inaccurracies in the report. First of all they stated I had used the Rejuvenate restorer 11 times. I do not know where they got that number. I specifically told the original person Empire sent out I only used the product maybe twice a year. I also told him that the floors started looking bad approximately four months after they were installed even though I did not use anything on them at the time. I originally would get down on my hands and knees and rub up any scuffs and grime but the older I got (age 63 now) I was no longer able to continue doing that. When the floors got so bad that I could not stand them, I did use Rejuvenate at the recommendation of someone at Home Depot who said he had used it on his laminate floors and his looked great. I have only used this product for approximately the last 1-1/2 years and only about two or three times during that time. Since I was not able to be present during the inspection of the third party inspection, not allowed to say anything to them nor ask them any questions, they stated there were no installation issues but they missed several areas on the floor by the kitchen threshold where a couple of the laminate planks shift down and out of place and we have to kick them back in place. They stated that the base molding appeared all intact but if they had really looked harder they would have seen that is because we had to glue them back down and one in front of the threshold that lead to hall bath is even nailed down. I dont know how that missed that. They also mentioned an unrelated cheaper laminate we had in the entry way and living room had scuff marks as well but what they fail to mention is the scuff marks are not nearly as noticeable as the ones on the Empire Today flooring and that flooring has been in the home for many more years and they did not cost anywhere near the $3000 which is what I paid for the laminate floor from Empire Today. I would not be so disgusted if the Empire floors stood up as well as the cheaper laminate using the same product that I did on both! While I may not get any satisfaction from Empire Today as far as my flooring is concerned, I will use every means available to me to warn others before they are scammed and find out too late about Empire Today deceptive and ambiguous business practices once they get your money.
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and agreed upon a refund with a signed agreement. We have received the signed agreement from the customer, and the refund will be processed back to his 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.All installations are warrantied for one (1) year from date of installation. As this order is well out of warranty, the local office has contacted the customer and offered to service at a reduced cost to the customer.
We thank the customer for their feedback. The local office has contacted the customer and inspection is scheduled for July 25th.
We appreciate the customer contacting us regarding their concerns. We inspected the floor to determine the root cause of the customer’s concerns with the flooring. The inspection determined the installed hardwood flooring was free of manufacturing or installation defects and all concerns...
were customer expectation of the laminate. Empire has spoken to the customer and for customer satisfaction and goodwill has offered replacement of the laminate floor with a different laminate of equal value at no additional cost to the customer. We have an appointment for the customer to view laminates on August 16, 2016. Once the customer has selected a different laminate we will contact the customer to schedule the replacement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. In December 2016, we offered to take the customer’s payments in-house at no interest charge for the discounted amount, which was previously charged to the customer’s [redacted] financing account. The customer refused our in-house...
payment option and advised she preferred to stay with the payment plan through [redacted].
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer. The correct vinyl flooring was installed per contract and there are no manufacturing or installation related defects in the floor. We have offered the customer for customer satisfaction...
and good will a monetary accommodation or full replacement to a different product at a discounted cost to the customer. The customer has declined our offer, but agreed to call us back. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer, and the
installation has been completed. The wall base was not included as part of the
order. The customer has purchased his own wall base, and we will install it as
a customer courtesy on November...
13, 2015. We appreciate the customer’s feedback
and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding her concerns.
Service to the transitions was completed on May 27th. Additionally, we have offered to refund the service fee for the repairs out of warranty.
We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer and left him messages to discuss his request for a discount. We look forward to hearing back from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled the order and issued a full refund to the original method(s) of payment. We look forward to working with the customer on future home improvement projects and we thank the customer for...
their feedback.
We appreciate the customer contacting us regarding their concerns.The local office contacted the customer and is fully replacing the installed flooring. We thank the customer for their feedback regarding their experience.
Complaint: [redacted]
I am rejecting this response because: I was willing to take a refund of what I paid, although with all that I have been through with this situation I feel I am entitled to more. I had to cancel a birthday and anniversary party due to the conditions of my floor. They also wanted me to sign an agreement that with accepting the refund I am waiving all rights for repairs, replacement or talk negative about Empire. When I agreed to the refund I told them that the debit card intially used was closed and if they could send me a check. The manager refused to send me a check stating that the refund has to go on the account intially used. I told him that the account is closed and if they attempt to put it in that account it would be rejected. He has refused to mail a check. So this will have to be handled by the courts. And the agreement to not talk negative about Empire is also out the window. I was hoping this could all be resolved without filing in small claims court but unfortunately this is the route I have to take.
Sincerely,
Michelle [redacted]
We appreciate the customer contacting us regarding their concerns. The customer changed their mind regarding the style and type of blinds they wanted, however the blinds were already fabricated by the vendor. For customer satisfaction and goodwill we have agreed to remake the blinds in the...
customer’s original style.
We appreciate the customer contacting us regarding his concerns. We conducted an inspection on February 29, 2016, and we will be following up with the customer to schedule the repairs at his convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.