For customer satisfaction, we are refunding a portion of the service fee. We appreciate the customer's feedback and look forward to amicably resolving this matter.
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.
We appreciate the customer contacting us regarding their concerns. The local office spoke with the customer on August 25, 2016 and offered to remove the laminate flooring from the stairs, and replace with carpet. The customer asked us not to contact her further as she is consulting with her...
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 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 contacting us regarding their concerns.
The order has been canceled per the customer’s request and the deposit payment refunded in full to the credit card used for payment. We apologize for any inconvenience.
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.
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]
Initial Business Response /* (1000, 10, 2015/07/22) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and explained the charge for the subfloor, and the repairs are scheduled to be completed on July 22, 2015. We appreciate the customer's feedback...
and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The job was not completed on July 22nd. They sent the installer with the molding that needed to be replaced but neglected to tell him about the tiles that needed replacing, therefore he showed up without the proper equipment and now we have to schedule another appointment making it a 5 day job. My bathroom vanity was damaged and [redacted] from Empire told me that was my problem to fix myself. And yet Empire is.trying to charge the installer for.aomething they washed their hands of.
Final Business Response /* (4000, 14, 2015/07/30) */
We have been in contact with the customer, and the repairs have been completed. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Business Response /* (1000, 5, 2014/12/10) */
We appreciate the [redacted] contacting us regarding her concerns. We have spoken with the [redacted] and offered a replacement of the carpet, as well as a partial discount for [redacted] satisfaction and goodwill. The [redacted] declined this offer. We...
remain willing to work with the [redacted] and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer from the company was for 10% off of the original price quote and re-carpeting the bedroom. Clearly the bedroom will need to be re-carpeted, however 10% is an insulting offer considering the magnitude of the mistakes made by Empire, and the inconvenience these mistakes have caused. If Empire is willing to make another offer more in line with this situation in its entirety, we would certainly consider that. At this time, our original offer stands at 50% off of the original price quote. As stated, we would be willing to entertain a more reasonable offer from Empire.
Final Consumer Response /* (3000, 15, 2015/01/13) */
1/12/15
Although we have agreed upon a remedy for this complaint, and payment was submitted, it has now come to our attention that Empire Today has reported us (me) to the credit bureau as having been delinquent in the amount of $4449.00. A check was sent to Empire Today in the agreed upon amount of $2449 on December 29, 2014.
Upon contacting Empire Today about the negative credit reporting, we were told that it was up to us to repair that report.
Can you help?
[redacted]@gmail.com
Final Business Response /* (4000, 17, 2015/01/20) */
We have confirmed that the [redacted]'s payment has been received, her account has been removed from collections, and the negative reporting has been removed. We appreciate the [redacted]'s feedback and hope to assist her with future home improvement projects.
We appreciate the customer contacting us regarding her concerns. We have reached out to the customer and left a message to discuss reimbursement for the cost of the window. We look forward to hearing back from the customer and 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 their concerns. We have spoken with the customer and issued an accommodation to the customer. We appreciate the customer’s feedback and consider this matter resolved.
We appreciate the customer contacting us regarding their concerns. Service was completed on Sunday, June 25th. We thank the customer for their feedback.
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. We have offered to replace the carpet for customer satisfaction and goodwill at a deep discounted cost to the customer. The customer stated they would discuss the offer with their spouse. We...
appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. 3rd party inspection found no install or manufacturing defects. The local office has reached out to the customer to provide a copy of the inspectors report.
Complaint: [redacted]
I am rejecting this response because: I spoke with the agent before floor was installed about my dog sometimes having accidents on the floor. He told me that I would not have any problems with the floor. If I had been told this was not the floor to go with I would have went a different way. He must have just wanted to make a sale. This was clearly talked about and I went on what he stated to me. They are willing to replace the floor but they want an additional $ 1500.00 to do it. I just don't understand why I should have to pay out this much again for their fully convincing me that the floor was pet safe.
Sincerely,
[redacted]
[redacted]
I am rejecting this response because:They have for the second time been unable to keep their appointment. The first time they did not bother to call to say that they were unable to keep the appointment and we lost a day of work, this time we called after waiting several hours to be told again we were bumped from the schedule. This is the same experience as when we were having the floors installed. At this point we do not believe there is any intent to honor the warranty and they have no respect for our time or good faith efforts to be available for them.
Sincerely,
[redacted] And [redacted]
We have been attempting to
contact the customer via telephone and email regarding the agreement we sent
her, but the customer has not yet returned our messages. We look forward to
hearing back from the customer and amicably resolving this matter.
For customer satisfaction, we are refunding a portion of the service fee. We appreciate the customer's feedback and look forward to amicably resolving this matter.
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.
We appreciate the customer contacting us regarding their concerns. The local office spoke with the customer on August 25, 2016 and offered to remove the laminate flooring from the stairs, and replace with carpet. The customer asked us not to contact her further as she is consulting with her...
attorney.
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 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 contacting us regarding their concerns.
The order has been canceled per the customer’s request and the deposit payment refunded in full to the credit card used for payment. We apologize for any inconvenience.
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.
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]
Initial Business Response /* (1000, 10, 2015/07/22) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and explained the charge for the subfloor, and the repairs are scheduled to be completed on July 22, 2015. We appreciate the customer's feedback...
and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The job was not completed on July 22nd. They sent the installer with the molding that needed to be replaced but neglected to tell him about the tiles that needed replacing, therefore he showed up without the proper equipment and now we have to schedule another appointment making it a 5 day job. My bathroom vanity was damaged and [redacted] from Empire told me that was my problem to fix myself. And yet Empire is.trying to charge the installer for.aomething they washed their hands of.
Final Business Response /* (4000, 14, 2015/07/30) */
We have been in contact with the customer, and the repairs have been completed. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Business Response /* (1000, 5, 2014/12/10) */
We appreciate the [redacted] contacting us regarding her concerns. We have spoken with the [redacted] and offered a replacement of the carpet, as well as a partial discount for [redacted] satisfaction and goodwill. The [redacted] declined this offer. We...
remain willing to work with the [redacted] and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer from the company was for 10% off of the original price quote and re-carpeting the bedroom. Clearly the bedroom will need to be re-carpeted, however 10% is an insulting offer considering the magnitude of the mistakes made by Empire, and the inconvenience these mistakes have caused. If Empire is willing to make another offer more in line with this situation in its entirety, we would certainly consider that. At this time, our original offer stands at 50% off of the original price quote. As stated, we would be willing to entertain a more reasonable offer from Empire.
Final Consumer Response /* (3000, 15, 2015/01/13) */
1/12/15
Although we have agreed upon a remedy for this complaint, and payment was submitted, it has now come to our attention that Empire Today has reported us (me) to the credit bureau as having been delinquent in the amount of $4449.00. A check was sent to Empire Today in the agreed upon amount of $2449 on December 29, 2014.
Upon contacting Empire Today about the negative credit reporting, we were told that it was up to us to repair that report.
Can you help?
[redacted]@gmail.com
Final Business Response /* (4000, 17, 2015/01/20) */
We have confirmed that the [redacted]'s payment has been received, her account has been removed from collections, and the negative reporting has been removed. We appreciate the [redacted]'s feedback and hope to assist her with future home improvement projects.
We appreciate the customer contacting us regarding her concerns. We have reached out to the customer and left a message to discuss reimbursement for the cost of the window. We look forward to hearing back from the customer and 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 their concerns. We have spoken with the customer and issued an accommodation to the customer. We appreciate the customer’s feedback and consider this matter resolved.
We appreciate the customer contacting us regarding their concerns. Service was completed on Sunday, June 25th. We thank the customer for their feedback.
The local office has contacted the customer and discussed options for resolution.
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. We have offered to replace the carpet for customer satisfaction and goodwill at a deep discounted cost to the customer. The customer stated they would discuss the offer with their spouse. We...
appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. 3rd party inspection found no install or manufacturing defects. The local office has reached out to the customer to provide a copy of the inspectors report.
Complaint: [redacted]
I am rejecting this response because: I spoke with the agent before floor was installed about my dog sometimes having accidents on the floor. He told me that I would not have any problems with the floor. If I had been told this was not the floor to go with I would have went a different way. He must have just wanted to make a sale. This was clearly talked about and I went on what he stated to me. They are willing to replace the floor but they want an additional $ 1500.00 to do it. I just don't understand why I should have to pay out this much again for their fully convincing me that the floor was pet safe.
Sincerely,
[redacted]
Complaint:...
[redacted]
I am rejecting this response because:They have for the second time been unable to keep their appointment. The first time they did not bother to call to say that they were unable to keep the appointment and we lost a day of work, this time we called after waiting several hours to be told again we were bumped from the schedule. This is the same experience as when we were having the floors installed. At this point we do not believe there is any intent to honor the warranty and they have no respect for our time or good faith efforts to be available for them.
Sincerely,
[redacted] And [redacted]
We have been attempting to
contact the customer via telephone and email regarding the agreement we sent
her, but the customer has not yet returned our messages. We look forward to
hearing back from the customer and amicably resolving this matter.