We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and agreed upon an accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
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.
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]
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. We appreciate the customer’s feedback and look forward to 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.
Complaint: [redacted]
I am rejecting this response because:Empire did...
NOT supply me with the paperwork I requested. In an effort to cover themselves, the sent me the paperwork that was not given to me initially. I asked for my account to be suspended until they could resolve THEIR mistake and they did not grant that request, I have not even heard from them. The major of my communication has been with [redacted]. I have been threatened and warned that I must continue to make payments on the account that was incorrect by their mistake. It is not fair and I should not be held responsible for their HUGE mistake. I am very upset and have been treated unfairly and they have been downright rude. They have even lied to you, Revdex.com, and told you they sent me the paperwork I requested and they have not. I wish to get this matter resolved.
Sincerely,
[redacted]
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 her concerns.
We have spoken with the customer and confirmed the color that she has chosen.
The repairs are scheduled to be completed on December 29, 2015. We appreciate
the customer’s feedback and look forward to amicably resolving this matter.
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]
Initial Business Response /* (1000, 15, 2015/07/24) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered to replace his quarter rounds with primed white quarter rounds or prefinished quarter rounds. The customer did not like either option...
and requested raw wood quarter rounds, which we do not carry and were not part of the contract. The customer agreed to purchase the raw wood quarter rounds himself, and we will reimburse him for the cost and install them. The customer accepted this offer, but advised that he will not be ready for the service for several weeks, as he will be out of town. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 21, 2015/08/07) */
Empire Today contacted me while I was on vacation, I was told by them that they would replace the crown molding that they installed in my home that was not what was suppose to be installed. I was told if I go buy the crown molding that they were suppose to install to start with that they would reemburse me for the molding. I bought the molding this passed monday, I was called by empire this passed monday while I was at work, I told them to call me back because I was very busy and couldnt talk. I waited for them to call back all day monday and got no call. I tried calling them to let them know I had the molding. I call for the next two days and left messages after messages, I got no responce from them. Finally late wednesday I got them to call me back after repeated attemps to contact them. I was told they would be at my house thursday between 8 am and 12. I had to take off work so someone would be here when they came. Not only did they not show up they never called me to let me know they wasnt coming. I tried to call empire here in georgia and got no where, I call another number for empire 4 times and each time I was told someone would call me back, that has of yet to happen.I lost over $300.00 dollors because I had to take off work, plus the $62.00 for the material I had to buy, that they said they would install today. If there sales rep had told the truth about the crown molding to start with, maybe none of this would have happen, if there customer service rep had told the truth I wouldnt be having to file another complaint with the Revdex.com again, They cant even get anyone at the[redacted] Empire location to answer a phone. If this is the way Empire Today does business I dont recommend anyone doing business with them. I want my floor fixed and I want my money reimbursed to me asap. I didnt even tell in the first complaint about the sales rep telling me the floor wouldnt show shoe or feet prints on the floor after you walk on it, but it does it shows everything, you have to mop it every day if you want it looking like it should
Final Business Response /* (4000, 23, 2015/08/12) */
We regret the missed appointment and any inconvenience that occurred as a result. We have been in contact with the customer, and the repairs were completed on August 7, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
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 regarding their concerns. Per the customer’s request, we have canceled this order and issued a full refund of the deposit payment. We look forward to working with the customer on future home improvement projects.
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. We have offered to replace the carpet under warranty at no cost to the customer. Service is scheduled for July 8th. We thank the customer for their feedback.
After doing extensive research with our accounting department, all refunds on our part have been processed. The customer has been conveyed this info and she recently ended her dispute with her CC company after our refund was processed.The breakdown is as follows:12/12/16 – Our initial charge, $245.0012/13/16 – Amount disputed by customer, credit card issuer issued provisional refund to card12/16/16 – Full refund processed by us, $245.00The credit card issuer would have then removed the provisional refund as we issued the full refund to the customer’s credit card. We recommend the customer contact their card issuer for any further questions. .
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.
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 her concerns. We have spoken with the customer and agreed upon an accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
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.
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]
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. We appreciate the customer’s feedback and look forward to 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.
Complaint: [redacted]
I am rejecting this response because:Empire did...
NOT supply me with the paperwork I requested. In an effort to cover themselves, the sent me the paperwork that was not given to me initially. I asked for my account to be suspended until they could resolve THEIR mistake and they did not grant that request, I have not even heard from them. The major of my communication has been with [redacted]. I have been threatened and warned that I must continue to make payments on the account that was incorrect by their mistake. It is not fair and I should not be held responsible for their HUGE mistake. I am very upset and have been treated unfairly and they have been downright rude. They have even lied to you, Revdex.com, and told you they sent me the paperwork I requested and they have not. I wish to get this matter resolved.
Sincerely,
[redacted]
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.
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 her concerns.
We have spoken with the customer and confirmed the color that she has chosen.
The repairs are scheduled to be completed on December 29, 2015. We appreciate
the customer’s feedback and look forward to amicably resolving this matter.
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]
We appreciate the customer contacting us regarding their concerns. We serviced/inspected yesterday, September 11th.
Initial Business Response /* (1000, 15, 2015/07/24) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered to replace his quarter rounds with primed white quarter rounds or prefinished quarter rounds. The customer did not like either option...
and requested raw wood quarter rounds, which we do not carry and were not part of the contract. The customer agreed to purchase the raw wood quarter rounds himself, and we will reimburse him for the cost and install them. The customer accepted this offer, but advised that he will not be ready for the service for several weeks, as he will be out of town. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 21, 2015/08/07) */
Empire Today contacted me while I was on vacation, I was told by them that they would replace the crown molding that they installed in my home that was not what was suppose to be installed. I was told if I go buy the crown molding that they were suppose to install to start with that they would reemburse me for the molding. I bought the molding this passed monday, I was called by empire this passed monday while I was at work, I told them to call me back because I was very busy and couldnt talk. I waited for them to call back all day monday and got no call. I tried calling them to let them know I had the molding. I call for the next two days and left messages after messages, I got no responce from them. Finally late wednesday I got them to call me back after repeated attemps to contact them. I was told they would be at my house thursday between 8 am and 12. I had to take off work so someone would be here when they came. Not only did they not show up they never called me to let me know they wasnt coming. I tried to call empire here in georgia and got no where, I call another number for empire 4 times and each time I was told someone would call me back, that has of yet to happen.I lost over $300.00 dollors because I had to take off work, plus the $62.00 for the material I had to buy, that they said they would install today. If there sales rep had told the truth about the crown molding to start with, maybe none of this would have happen, if there customer service rep had told the truth I wouldnt be having to file another complaint with the Revdex.com again, They cant even get anyone at the[redacted] Empire location to answer a phone. If this is the way Empire Today does business I dont recommend anyone doing business with them. I want my floor fixed and I want my money reimbursed to me asap. I didnt even tell in the first complaint about the sales rep telling me the floor wouldnt show shoe or feet prints on the floor after you walk on it, but it does it shows everything, you have to mop it every day if you want it looking like it should
Final Business Response /* (4000, 23, 2015/08/12) */
We regret the missed appointment and any inconvenience that occurred as a result. We have been in contact with the customer, and the repairs were completed on August 7, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
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 regarding their concerns. Per the customer’s request, we have canceled this order and issued a full refund of the deposit payment. We look forward to working with the customer on future home improvement projects.
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. We have offered to replace the carpet under warranty at no cost to the customer. Service is scheduled for July 8th. We thank the customer for their feedback.
After doing extensive research with our accounting department, all refunds on our part have been processed. The customer has been conveyed this info and she recently ended her dispute with her CC company after our refund was processed.The breakdown is as follows:12/12/16 – Our initial charge, $245.0012/13/16 – Amount disputed by customer, credit card issuer issued provisional refund to card12/16/16 – Full refund processed by us, $245.00The credit card issuer would have then removed the provisional refund as we issued the full refund to the customer’s credit card. We recommend the customer contact their card issuer for any further questions. .
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.
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.