We appreciate the customer contacting us regarding their concerns. We have placed an order to obtain the materials needed to complete service for the customer. Once materials have been received we will schedule the service to be completed at the customer’s convenience. We appreciate the...
customer’s feedback and look forward to amicably resolving this matter.
Complaint[redacted]
I am rejecting this response because: Empire has been nothing but resistive to any resolution, and when we supplied and signed a rediculous "no harm agreement, promising not to say anything derogatory or of a defamatory nature PRIOR to completion of any repair, before the required date, they informed us that they did not get it, that I missed the deadline date,and that I needed to resend it. In addition, because they could not locate the faxed "gag" agreement, they told me they would not be able to complete the repair as scheduled. I have the fax report showing the date and time it was sent. Empire also emphasized that they are absorbing a fee of approx 800.00 that they originally expected me to pay for repair of the carpet that would not have occurred if they had installed it correctly in the first place. I have informed Empire, that with all considered and they way they have behaved throughout this event, that I have terminated any further discussion, and that I would have the re stretch completed by another firm. That was completed on the 29th of November for $175.00, far from what Empire was going to charge. We will not recommend nor refer Empire for anything in future and consider their business practices and customer care to be absolutely abysmal. They were also informed that my "hold harmless agreement" and my signature on that form to be null and void since they did not fulfill their part of the agreement.
Sincerely,
Michael [redacted]
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and Empire price matched the entire contact amount to equal the overall quote from Home Depot. We do not price match individual line items. We appreciate the customer’s feedback and consider...
We appreciate the customer contacting us regarding his concerns.
We have spoken with the customer about the damages and agreed upon a resolution
with a signed agreement. We appreciate the customer’s feedback and look forward
to amicably resolving this matter.
am rejecting this response because: I feel Empire has not made enough of an attempt to clean the grout off of the tiles, and I have many different colors of grout sue to prior attempts by original installer to clean, unsuccessfully. New grout done with tiles that were replaced, with the repair, is correct color, but is much darker than all other areas, which vary from white to many different shades of tan and brown. I have sent many photos of current condition of floor to Installment Manager.
Sincerely,
[redacted]
We have spoken with the customer, and we regret that the installation of the transitions was not completed as scheduled. We offered the customer the option of reimbursement if he would like to have the work done, completing the work any time next week, or reviewing any reasonable settlement that he would like. The customer advised that he would consider the options and get back to us. We look forward to hearing back from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer via telephone and email to discuss the needed repairs, but he has not yet returned our messages. We look forward to hearing back from the customer and amicably resolving this matter.
Initial Business Response /* (1000, 5, 2015/01/14) */
We appreciate the [redacted] contacting us regarding her concerns. We have spoken with the customer and offered to replace the padding and carpet. The customer accepted this offer and will be selecting a new style on January 14, 2015. We...
appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part about replacement was fine. But the wording in the general release form that they require me to sign is very restrictive and ambiguous. Also, it states that everything must be kept confidential between us and the company. This is curtailing my free speech rights and after talking to Spencer, they will not change the wording. They say no work until we sign the release form.
Final Business Response /* (4000, 9, 2015/01/26) */
The customer has advised that he is consulting an attorney and will be following up with us this week regarding his concerns with the release. We look forward to hearing back from the customer and reaching an amicable resolution.
We appreciate the customer contacting us regarding their concerns. The local office has been working with the customer with regard to the carpet claim. Unfortunately we do not have the cleaning information in order to file a claim. As an alternative we have offered replacement at a greatly...
discounted rate for customer satisfaction and goodwill.
We appreciate the customer contacting us regarding her concerns.
The General Manager has been in contact with the customer and was able to resolve this with a partial refund in lieu of service. The refund will be reflected on the customer’s finance account within the next five (5) business...
days.
We appreciate the customer’s feedback on their order.
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] after 1 month Empire finally came and finished the job.
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 their concerns. The local office contacted the customer and all service issues have been resolved. Further, we discounted the order for the inconvenience. We thank the customer for their feedback on their experience.
Complaint: [redacted]
I am rejecting this response because: I believe some compensation is in...
order. I had to take 2 days off work so that Empire could fix the problem they created which took 2 months to fix! The number of hours I spent calling, leaving messages and emailing all to fall on deaf ears. The lack of communication and poor customer service should be worth something. We spent a lot of money and to be treated the way we were treated is preposterous! Furthermore, no apologies were given. All around the worst company I have had to deal with. You should be ashamed of yourselves.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the repairs were completed on January 5, 2016. 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding his 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 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’s concerns.Materials have been ordered for repair and the customer will be contacted as soon as they arrive in the local market to schedule service.
We appreciate the customer contacting us regarding their concerns. We have placed an order to obtain the materials needed to complete service for the customer. Once materials have been received we will schedule the service to be completed at the customer’s convenience. We appreciate the...
customer’s feedback and look forward to amicably resolving this matter.
Complaint[redacted]
I am rejecting this response because: Empire has been nothing but resistive to any resolution, and when we supplied and signed a rediculous "no harm agreement, promising not to say anything derogatory or of a defamatory nature PRIOR to completion of any repair, before the required date, they informed us that they did not get it, that I missed the deadline date,and that I needed to resend it. In addition, because they could not locate the faxed "gag" agreement, they told me they would not be able to complete the repair as scheduled. I have the fax report showing the date and time it was sent. Empire also emphasized that they are absorbing a fee of approx 800.00 that they originally expected me to pay for repair of the carpet that would not have occurred if they had installed it correctly in the first place. I have informed Empire, that with all considered and they way they have behaved throughout this event, that I have terminated any further discussion, and that I would have the re stretch completed by another firm. That was completed on the 29th of November for $175.00, far from what Empire was going to charge. We will not recommend nor refer Empire for anything in future and consider their business practices and customer care to be absolutely abysmal. They were also informed that my "hold harmless agreement" and my signature on that form to be null and void since they did not fulfill their part of the agreement.
Sincerely,
Michael [redacted]
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and Empire price matched the entire contact amount to equal the overall quote from Home Depot. We do not price match individual line items. We appreciate the customer’s feedback and consider...
this matter resolved.
We appreciate the customer contacting us regarding his concerns.
We have spoken with the customer about the damages and agreed upon a resolution
with a signed agreement. We appreciate the customer’s feedback and look forward
to amicably resolving this matter.
Complaint: [redacted]
I...
am rejecting this response because: I feel Empire has not made enough of an attempt to clean the grout off of the tiles, and I have many different colors of grout sue to prior attempts by original installer to clean, unsuccessfully. New grout done with tiles that were replaced, with the repair, is correct color, but is much darker than all other areas, which vary from white to many different shades of tan and brown. I have sent many photos of current condition of floor to Installment Manager.
Sincerely,
[redacted]
We have spoken with the customer, and we regret that the installation of the transitions was not completed as scheduled. We offered the customer the option of reimbursement if he would like to have the work done, completing the work any time next week, or reviewing any reasonable settlement that he would like. The customer advised that he would consider the options and get back to us. We look forward to hearing back from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer via telephone and email to discuss the needed repairs, but he has not yet returned our messages. We look forward to hearing back from the customer and amicably resolving this matter.
Initial Business Response /* (1000, 5, 2015/01/14) */
We appreciate the [redacted] contacting us regarding her concerns. We have spoken with the customer and offered to replace the padding and carpet. The customer accepted this offer and will be selecting a new style on January 14, 2015. We...
appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part about replacement was fine. But the wording in the general release form that they require me to sign is very restrictive and ambiguous. Also, it states that everything must be kept confidential between us and the company. This is curtailing my free speech rights and after talking to Spencer, they will not change the wording. They say no work until we sign the release form.
Final Business Response /* (4000, 9, 2015/01/26) */
The customer has advised that he is consulting an attorney and will be following up with us this week regarding his concerns with the release. We look forward to hearing back from the customer and reaching an amicable resolution.
We appreciate the customer contacting us regarding their concerns. The local office has been working with the customer with regard to the carpet claim. Unfortunately we do not have the cleaning information in order to file a claim. As an alternative we have offered replacement at a greatly...
discounted rate for customer satisfaction and goodwill.
We appreciate the customer contacting us with their concerns. The requested credit has been processed as agreed.
We appreciate the customer contacting us regarding her concerns.
The General Manager has been in contact with the customer and was able to resolve this with a partial refund in lieu of service. The refund will be reflected on the customer’s finance account within the next five (5) business...
days.
We appreciate the customer’s feedback on their order.
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] after 1 month Empire finally came and finished the job.
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 their concerns. The local office contacted the customer and all service issues have been resolved. Further, we discounted the order for the inconvenience. We thank the customer for their feedback on their experience.
Complaint: [redacted]
I am rejecting this response because: I believe some compensation is in...
order. I had to take 2 days off work so that Empire could fix the problem they created which took 2 months to fix! The number of hours I spent calling, leaving messages and emailing all to fall on deaf ears. The lack of communication and poor customer service should be worth something. We spent a lot of money and to be treated the way we were treated is preposterous! Furthermore, no apologies were given. All around the worst company I have had to deal with. You should be ashamed of yourselves.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns.
Service was completed under warranty at no cost to the customer on May 18, 2016. The customer signed off that the repairs were satisfactory.
We appreciate the customer’s feedback regarding their order.
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and the repairs were completed on January 5, 2016. 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding his 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 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’s concerns.Materials have been ordered for repair and the customer will be contacted as soon as they arrive in the local market to schedule service.