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 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.
We appreciate the customer contacting us regarding their concerns. The customer’s flooring was installed in January 2015. We provide a one (1) year workmanship warranty with all installations. The customer’s floor is well out of warranty. Further, we no longer carry the customer’s style of flooring....
We would be happy to work with the customer on the cost of replacement.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the customer agreed to contact us on Friday April 29, 2016 after further reviewing our offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because: How is cleaning my carpet going to fix an issue of wear? My carpet is not dirty. It has been in my home one year and there are only two people in the household. It's not like I have 6 children who run in and out all day. My husband and I are old. We are not doing aerobics on the carpet. I only have company a few times a year (or less). I really don't understand how cleaning the carpet will magically make it better.I am willing to have them clean the carpet, if this is what they want, but I still want the carpet replaced if this does not solve the issue. I truly expect that cleaning the carpet will not solve the issue. So before they clean the carpet, it should be understood that if this does not fix the issue, they still need to replace the carpet.
Sincerely,
[redacted]
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 appreciate the customer contacting us regarding their concerns. The agreed upon refund was processed to the customer’s finance account on November 22nd. We thank the customer for their feedback.
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 rescheduled the installation for July 13th. Installation was completed as agreed. We apologize for the inconvenience this matter caused.
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and all repairs have been completed to the laminate flooring. The tiles to repair the fireplace have yet to be located to make the necessary repairs. Empire is in conversations with the...
customer on how to progress with the resolution of the fireplace damage. The flex molding requested to be installed around the fireplace cannot be addressed until the fireplace situation is resolved to the customer's satisfaction.
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.
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.
[redacted]
I am rejecting this response because: The order WAS NOT scheduled for November 23rd. It was RESCHEDULED for November 23rd when Empire failed to come thru on what we paid for. We paid to have laminate and carpet installed on the 19th of November. Our moving truck was to arrive on the 20th. We paid $4,000 to have the installation on Saturday the 19th, before the moving truck, so we could properly move in. We were never told the laminate and carpet contractors would be separate. Furthermore, we were never contacted about the carpet contractor pulling out of the job for Saturday. It wasn't until we called Empire that they told us what was happening. This was after we confirmed with them the day and week prior. The customer service was less than helpful. They were continuously flip. When I got in touch with the business (before the Revdex.com), they continued to say there was nothing they could do. This is unacceptable. We expect more than just $200 as compensation. They failed on their end. We want more money back.
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] after 1 month Empire finally came and finished the job.
We have been in contact with the
customer and agreed upon a resolution. We are scheduled to remove the flooring
on November 17, 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 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]
Initial Business Response /* (1000, 5, 2015/02/03) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that the credit for the overcharge was processed on January 27, 2015 and that it can take up to five business days for it to be...
reflected back on his credit card. We offered the customer an additional $150 refund for customer satisfaction and good will, but he declined this offer. We appreciate the customer's feedback.
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 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.
We appreciate the customer contacting us regarding their concerns. The customer’s flooring was installed in January 2015. We provide a one (1) year workmanship warranty with all installations. The customer’s floor is well out of warranty. Further, we no longer carry the customer’s style of flooring....
We would be happy to work with the customer on the cost of replacement.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the customer agreed to contact us on Friday April 29, 2016 after further reviewing our offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Complaint: [redacted]
I am rejecting this response because: How is cleaning my carpet going to fix an issue of wear? My carpet is not dirty. It has been in my home one year and there are only two people in the household. It's not like I have 6 children who run in and out all day. My husband and I are old. We are not doing aerobics on the carpet. I only have company a few times a year (or less). I really don't understand how cleaning the carpet will magically make it better.I am willing to have them clean the carpet, if this is what they want, but I still want the carpet replaced if this does not solve the issue. I truly expect that cleaning the carpet will not solve the issue. So before they clean the carpet, it should be understood that if this does not fix the issue, they still need to replace the carpet.
Sincerely,
[redacted]
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 appreciate the customer contacting us regarding their concerns. The agreed upon refund was processed to the customer’s finance account on November 22nd. We thank the customer for their feedback.
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 rescheduled the installation for July 13th. Installation was completed as agreed. We apologize for the inconvenience this matter caused.
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. We have spoken with the customer and all repairs have been completed to the laminate flooring. The tiles to repair the fireplace have yet to be located to make the necessary repairs. Empire is in conversations with the...
customer on how to progress with the resolution of the fireplace damage. The flex molding requested to be installed around the fireplace cannot be addressed until the fireplace situation is resolved to the customer's satisfaction.
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.
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.
Complaint:...
[redacted]
I am rejecting this response because: The order WAS NOT scheduled for November 23rd. It was RESCHEDULED for November 23rd when Empire failed to come thru on what we paid for. We paid to have laminate and carpet installed on the 19th of November. Our moving truck was to arrive on the 20th. We paid $4,000 to have the installation on Saturday the 19th, before the moving truck, so we could properly move in. We were never told the laminate and carpet contractors would be separate. Furthermore, we were never contacted about the carpet contractor pulling out of the job for Saturday. It wasn't until we called Empire that they told us what was happening. This was after we confirmed with them the day and week prior. The customer service was less than helpful. They were continuously flip. When I got in touch with the business (before the Revdex.com), they continued to say there was nothing they could do. This is unacceptable. We expect more than just $200 as compensation. They failed on their end. We want more money back.
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] after 1 month Empire finally came and finished the job.
We have been in contact with the
customer and agreed upon a resolution. We are scheduled to remove the flooring
on November 17, 2015. 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 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 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]
Initial Business Response /* (1000, 5, 2015/02/03) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and advised that the credit for the overcharge was processed on January 27, 2015 and that it can take up to five business days for it to be...
reflected back on his credit card. We offered the customer an additional $150 refund for customer satisfaction and good will, but he declined this offer. We appreciate the customer's feedback.