Complaint: [redacted]
I am rejecting this response because:Although I understand what the business is saying, that is not what was explained to me by the sales person. Also, I was never emailed ANY terms about my financing so that statement is not true. I only received information AFTER my floors were installed when I received my first statement from [redacted].
Sincerely,
[redacted]
am rejecting this response because: There is no apology, no acknowledgment of accountability for any of the mishaps that Empire Today and its employees just allowed to occur with no real concern or ownership.Aside from the refunded deposit, what have they offered by way of compensation for the 5+ week painful process that we endured, rearranging our summer schedule around and our home in complete disarray because of Empire Today's ineptness? Kindly refer to the attached email, thoroughly outlining the timeline of this complaint.
Thank you,
[redacted] G.
We appreciate the customer contacting us regarding their concerns.
As requested, we canceled the customer’s order and refunded the deposit payment of $50.00 in full. The refund check was sent to the customer by Fedex on July 8, 2016. We look forward to working with the customer on...
We appreciate the customer
contacting us regarding the concerns. We have been in contact with the customer and
offered a resolution with a signed agreement. We look forward to hearing back
from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns.Service was completed on November 19th. We apologize for any inconvenience this matter caused.We thank the customer for their feedback.
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a partial refund with a signed agreement. The customer accepted this offer. 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 with the customer and all services were completed on July 29, 2016. We appreciate the customer’s feedback and consider this matter resolved.
Initial Business Response /* (1000, 5, 2015/07/30) */
We appreciate the customer contacting us regarding her concerns. We have agreed to provide the customer a refund. The refund check will be sent to the customer via[redacted] for delivery no later than Monday August 3rd.
We appreciate the customer contacting us regarding their concerns.
Repairs were completed under warranty and we’ve discounted the order for the inconvenience. We appreciate the customer’s feedback regarding their experience.
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer by email and requested estimates to repair the scratched paint. The customer also contacted us regarding an allegation that the installers stole her husband’s wedding ring. We take such...
allegations very seriously and have requested the customer file a police report.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10949499, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer contacting us with their concerns.
The installers arrived as scheduled, but were unable to take up the pre-existing carpet as it was very stained. We have canceled the customer’s contract and issued a full refund of the deposit paid.
this response because: The original install was October 27, 2015, it is now December 16 and the repairs are still not finished. During the first attempt from Empire to repair the mistakes made during the original install, they sent workers when no one was home to let them in. After that failed, we rescheduled the repair work and they sent out the wrong materials for the job. We asked them to repair the trim, transitions, and flooring in the spots that weren't installed correctly. They only sent new quarter round. We then had to call back twice to try and reschedule the repair work. Empire was not helpful or cooperative when we told them what still needed repaired. They sent out an inspector to assess the amount of repairs needed to be done. The inspector told us that there was enough problems with the install that replacing all the flooring would be necessary. After rescheduling the repair work for December 12, 2015 we had hope it would get done. Diana [redacted] was who we rescheduled with but she failed to let the installers know about the work order, so when Saturday December 12th arrived, no one came to our house. We then contacted someone at Empire that same day and they said they forgot to put it on the schedule for the installers to come out. So after many attempts to get this flooring finished we are tired of being lied to by Empire. Every time we call to speak with someone to resolve this issue and get this repair work finished they fail to deliver on their promises. We feel they do not respect our business or care about finishing our flooring at this point. You can see why we are rejecting their response to our complaint. We are very disappointed in the actions of Empire in attempts to finish our flooring. We have only been requesting that they deliver the product we were promised from the beginning. At this point in the process, we would like to have our floor completely replaced or our money refunded.
Sincerely,
Brandon [redacted]
Inspection was completed on August 21st and forwarded to our internal inspections department for review. We will reply to the customer directly once the review has been completed.
Complaint: [redacted]
I am withholding accepting the response by the business. It is correct that I have been contacted, and...
the business has promised to reimburse for cleaning the damaged carpets. However the carpets have not been cleaned yet (i have scheduled a cleaning when I return from an overseas trip), and the company has not actually reimbursed me for that cost. Given the performance of the company in the past, I'll wait to have their behavior back up their promises. Still, The final product is of a sub-professional quality and I asked for monetary relief as a result of that. I have not included the amount of time it has taken and the hours lost of my work time (loss of income) due to non-performance - no-shows - caused by the company. I have suggested that a certain amount of the contract price be returned.
I will inform the Revdex.com if/when the carpet cleaning is complete, assuming that the damage is resolved, and the company has indeed reimbursed us for that cost.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. The local office has spoken with the customer and service is scheduled for Tuesday December 13th. We apologize for the inconvenience.
We appreciate the customer contacting us regarding their concerns. We are reviewing the charge slip the customer signed for the promotional financing and working with [redacted] regarding the customer’s concerns.
Complaint: [redacted]
I am rejecting this response because:Although I understand what the business is saying, that is not what was explained to me by the sales person. Also, I was never emailed ANY terms about my financing so that statement is not true. I only received information AFTER my floors were installed when I received my first statement from [redacted].
Sincerely,
[redacted]
Complaint: [redacted]
I...
am rejecting this response because: There is no apology, no acknowledgment of accountability for any of the mishaps that Empire Today and its employees just allowed to occur with no real concern or ownership.Aside from the refunded deposit, what have they offered by way of compensation for the 5+ week painful process that we endured, rearranging our summer schedule around and our home in complete disarray because of Empire Today's ineptness? Kindly refer to the attached email, thoroughly outlining the timeline of this complaint.
Thank you,
[redacted] G.
We appreciate the customer contacting us regarding their concerns.
As requested, we canceled the customer’s order and refunded the deposit payment of $50.00 in full. The refund check was sent to the customer by Fedex on July 8, 2016. We look forward to working with the customer on...
future home improvement projects.
We appreciate the customer
contacting us regarding the concerns. We have been in contact with the customer and
offered a resolution with a signed agreement. We look forward to hearing back
from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns.Service was completed on November 19th. We apologize for any inconvenience this matter caused.We thank the customer for their feedback.
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer and offered a partial refund with a signed agreement. The customer accepted this offer. 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 with the customer and all services were completed on July 29, 2016. We appreciate the customer’s feedback and consider this matter resolved.
Initial Business Response /* (1000, 5, 2015/07/30) */
We appreciate the customer contacting us regarding her concerns. We have agreed to provide the customer a refund. The refund check will be sent to the customer via[redacted] for delivery no later than Monday August 3rd.
We appreciate the customer contacting us regarding their concerns.
Repairs were completed under warranty and we’ve discounted the order for the inconvenience. We appreciate the customer’s feedback regarding their experience.
We appreciate the customer contacting us regarding their concerns. We serviced/inspected yesterday, September 11th.
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer by email and requested estimates to repair the scratched paint. The customer also contacted us regarding an allegation that the installers stole her husband’s wedding ring. We take such...
allegations very seriously and have requested the customer file a police report.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10949499, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer contacting us with their concerns.
The installers arrived as scheduled, but were unable to take up the pre-existing carpet as it was very stained. We have canceled the customer’s contract and issued a full refund of the deposit paid.
Complaint: [redacted]
I am rejecting...
this response because: The original install was October 27, 2015, it is now December 16 and the repairs are still not finished. During the first attempt from Empire to repair the mistakes made during the original install, they sent workers when no one was home to let them in. After that failed, we rescheduled the repair work and they sent out the wrong materials for the job. We asked them to repair the trim, transitions, and flooring in the spots that weren't installed correctly. They only sent new quarter round. We then had to call back twice to try and reschedule the repair work. Empire was not helpful or cooperative when we told them what still needed repaired. They sent out an inspector to assess the amount of repairs needed to be done. The inspector told us that there was enough problems with the install that replacing all the flooring would be necessary. After rescheduling the repair work for December 12, 2015 we had hope it would get done. Diana [redacted] was who we rescheduled with but she failed to let the installers know about the work order, so when Saturday December 12th arrived, no one came to our house. We then contacted someone at Empire that same day and they said they forgot to put it on the schedule for the installers to come out. So after many attempts to get this flooring finished we are tired of being lied to by Empire. Every time we call to speak with someone to resolve this issue and get this repair work finished they fail to deliver on their promises. We feel they do not respect our business or care about finishing our flooring at this point. You can see why we are rejecting their response to our complaint. We are very disappointed in the actions of Empire in attempts to finish our flooring. We have only been requesting that they deliver the product we were promised from the beginning. At this point in the process, we would like to have our floor completely replaced or our money refunded.
Sincerely,
Brandon [redacted]
Inspection was completed on August 21st and forwarded to our internal inspections department for review. We will reply to the customer directly once the review has been completed.
Complaint: [redacted]
I am withholding accepting the response by the business. It is correct that I have been contacted, and...
the business has promised to reimburse for cleaning the damaged carpets. However the carpets have not been cleaned yet (i have scheduled a cleaning when I return from an overseas trip), and the company has not actually reimbursed me for that cost. Given the performance of the company in the past, I'll wait to have their behavior back up their promises. Still, The final product is of a sub-professional quality and I asked for monetary relief as a result of that. I have not included the amount of time it has taken and the hours lost of my work time (loss of income) due to non-performance - no-shows - caused by the company. I have suggested that a certain amount of the contract price be returned.
I will inform the Revdex.com if/when the carpet cleaning is complete, assuming that the damage is resolved, and the company has indeed reimbursed us for that cost.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. The local office has spoken with the customer and service is scheduled for Tuesday December 13th. We apologize for the inconvenience.
The local office reached out to the customer by email regarding their request for repairs.
Installation was completed as agreed on June 27th, and the additional discount is in process as agreed. We appreciate the customer’s feedback.
We appreciate the customer contacting us regarding their concerns. We are reviewing the charge slip the customer signed for the promotional financing and working with [redacted] regarding the customer’s concerns.