[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]
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.
We appreciate the customer contacting us regarding their concerns. The local office spoke to the customer on Friday January 27th. We have agreed to a Promissory Note for the term the customer selected. The Note has been forwarded to the customer for review and signature.
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 their concerns.
Service has been completed as agreed, and we have issued a discount due to the inconvenience. We appreciate the customer’s patience while this matter was resolved.
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled the order and issued a full refund to the original method of payment. We look forward to working with the customer on future home improvement projects.
We appreciate the customer contacting us regarding their concerns. We completed a full replacement under warranty. We thank the customer for their feedback.
Complaint: [redacted]
I am rejecting this response because: They still owe us for replacing the floor that was defective. They are the ones that came out and told us the floor was damaged or defective and needed to be replaced. I was told by [redacted] that they were going going to issue us a refund after the install was completed. He said and in his words, " They needed to finish the replacement flooring first because the work order needed to be closed out before they could issue the refund." He also said that he would stop out the next week with the check to make sure we were happy with the new flooring. That never happened. There was always a reason he couldn't make it, then he changed his answer to say they were not going to pay us because his boss said they weren't going to do it because we called them, Empire, back out because of some new damage to the floor. that is true , but that does not change the fact that the floor was defective, by there own omission. There was not flood and I never said that. The damaged floor was only about 50 square feet, but they said it all needed to be replaced. They upgraded the floor on their own. I never asked for an upgrade. They did it because all the flooring they had in stock was defective and they said, the salesman said they would upgrade it. That also has no bearing on this as they said they would without being asked. This is going on to long and needs to resolved and the only way to do that is for them to pay us. I will not give up.
Sincerely,
[redacted]
All start dates are estimated as stated on the contract and unfortunately occasionally subject rescheduling beyond our control. We understand an apology is no substitute for good service. We appreciate you reporting this matter to us, and it has been shared with the local office to improve our processes. Thank you for the opportunity to address this matter with you. Please accept our sincere apology for any inconvenience this matter may have caused you. The $200 discount was applied to the credit card used for payment on November 30th.
We appreciate the customer contacting us regarding his concerns.
We offered to install the transitions the manufacturer provides for this style of flooring, or reimburse and install transitions the customer may prefer. The customer agreed to allow installation with the manufacturers and has...
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the delivery of material for May 13, 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 their concerns. We have spoken with the customer and have agreed to refund the order and provide an additional monetary accommodation for the cost of the inspection. We appreciate the customer’s feedback and consider this matter resolved.
Revdex.com:
I have reviewed the response made by the business in reference...
to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me. On Aug. 9 an Empire Today installer/representative came to my apartment and removed the damaged window blind for repair. When the window blind is in fact repaired so that it again functions, and is reinstalled without charge, I will consider the matter completely resolved.
Sincerely,
[redacted]
Complaint: 10886036
I am rejecting this response because: It is true that Empire is scheduled to come on November 30, 2015 to start work. However as I've previously stated, I wish to keep this complaint open until the floors are done correctly and the $900.00 agreed upon compensation is taken off of my bill. Thank you.
Sincerely,
Diane [redacted]
touch with anyone regarding the schedule of installment of replacement. The offer to replace rug is acceptable but having difficulty with getting some one on the phone.
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 we are scheduled to complete the install on January 25, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Initial Business Response /* (1000, 5, 2014/12/05) */
We appreciate the customer contacting us regarding his concerns. We regret any inconvenience that occurred due to the missed repair appointments. We have spoken with the customer, and the repairs have been rescheduled for December 11, 2014. We...
appreciate the customer's feedback and look forward amicably resolving his matter.
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]
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.
We appreciate the customer contacting us regarding their concerns. The local office spoke to the customer on Friday January 27th. We have agreed to a Promissory Note for the term the customer selected. The Note has been forwarded to the customer for review and signature.
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 their concerns.
Service has been completed as agreed, and we have issued a discount due to the inconvenience. We appreciate the customer’s patience while this matter was resolved.
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled the order and issued a full refund to the original method of payment. We look forward to working with the customer on future home improvement projects.
We appreciate the customer contacting us regarding their concerns. We completed a full replacement under warranty. We thank the customer for their feedback.
Complaint: [redacted]
I am rejecting this response because: They still owe us for replacing the floor that was defective. They are the ones that came out and told us the floor was damaged or defective and needed to be replaced. I was told by [redacted] that they were going going to issue us a refund after the install was completed. He said and in his words, " They needed to finish the replacement flooring first because the work order needed to be closed out before they could issue the refund." He also said that he would stop out the next week with the check to make sure we were happy with the new flooring. That never happened. There was always a reason he couldn't make it, then he changed his answer to say they were not going to pay us because his boss said they weren't going to do it because we called them, Empire, back out because of some new damage to the floor. that is true , but that does not change the fact that the floor was defective, by there own omission. There was not flood and I never said that. The damaged floor was only about 50 square feet, but they said it all needed to be replaced. They upgraded the floor on their own. I never asked for an upgrade. They did it because all the flooring they had in stock was defective and they said, the salesman said they would upgrade it. That also has no bearing on this as they said they would without being asked. This is going on to long and needs to resolved and the only way to do that is for them to pay us. I will not give up.
Sincerely,
[redacted]
All start dates are estimated as stated on the contract and unfortunately occasionally subject rescheduling beyond our control. We understand an apology is no substitute for good service. We appreciate you reporting this matter to us, and it has been shared with the local office to improve our processes. Thank you for the opportunity to address this matter with you. Please accept our sincere apology for any inconvenience this matter may have caused you. The $200 discount was applied to the credit card used for payment on November 30th.
We thank the customer for their feedback. The agreed upon accommodation has been processed to the customer’s credit card used for payment.
We appreciate the customer contacting us regarding his concerns.
We offered to install the transitions the manufacturer provides for this style of flooring, or reimburse and install transitions the customer may prefer. The customer agreed to allow installation with the manufacturers and has...
scheduled service for July 25, 2016.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the delivery of material for May 13, 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 their concerns. We have spoken with the customer and have agreed to refund the order and provide an additional monetary accommodation for the cost of the inspection. We appreciate the customer’s feedback and consider this matter resolved.
Revdex.com:
I have reviewed the response made by the business in reference...
to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me. On Aug. 9 an Empire Today installer/representative came to my apartment and removed the damaged window blind for repair. When the window blind is in fact repaired so that it again functions, and is reinstalled without charge, I will consider the matter completely resolved.
Sincerely,
[redacted]
Complaint: 10886036
I am rejecting this response because: It is true that Empire is scheduled to come on November 30, 2015 to start work. However as I've previously stated, I wish to keep this complaint open until the floors are done correctly and the $900.00 agreed upon compensation is taken off of my bill. Thank you.
Sincerely,
Diane [redacted]
Complaint: [redacted]
I am rejecting this response because: I want re stretch done at no cost to me.
Sincerely,
[redacted]
Revdex.com: we have not been able to get in...
touch with anyone regarding the schedule of installment of replacement. The offer to replace rug is acceptable but having difficulty with getting some one on the phone.
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 we are scheduled to complete the install on January 25, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Initial Business Response /* (1000, 5, 2014/12/05) */
We appreciate the customer contacting us regarding his concerns. We regret any inconvenience that occurred due to the missed repair appointments. We have spoken with the customer, and the repairs have been rescheduled for December 11, 2014. We...
appreciate the customer's feedback and look forward amicably resolving his matter.