We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer, and per
his request, we offered a refund for the wall base. The customer accepted this
offer, and the refund will be processed back to his credit card. We appreciate
the customer’s feedback.
We appreciate the customer contacting us regarding their concerns. The local office recently spoke with the customer. While the floor they purchased is scratch resistant, no flooring is scratch proof. We have offered to work with the customer on the cost of replacement. We have also offered...
to discount the customer’s recent purchase for customer satisfaction and goodwill.
We appreciate the customer contacting us regarding their concerns. Service was completed as agreed and the local office has spoken to the customer to confirm satisfaction. The agreed upon discount has been processed. We apologize for any inconvenience and we thank the customer for their feedback on...
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, refunded their credit card, and charged the balance to their financing account as requested. We appreciate the customer’s feedback and consider this matter resolved.
We appreciate the customer contacting us regarding her concerns. We have reached an agreement with the customer, and we are currently waiting on paperwork. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled their order and refunding the deposit payment in full. We look forward to working with the customer on future home improvement projects.
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 as long as I receive payment promptly.
I have been contacted and told they are processing the refunds and should receive them soon. If for any reason I do not receive the compensation agreed upon, I will resubmit my complaint. Thank you for your kind attention to this matter.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. The local office has been in contact with the customer and we are waiting for receipts for the professional cleaning(s) to forward with the claim to the manufacturer.
We appreciate the customer contacting us regarding her concerns.
The local office spoke to the customer on Tuesday May 24th, and the customer confirmed there is no duplicate charge. The customer still has concerns that the installed carpet may have a defect, and the local office will...
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered an accommodation for customer satisfaction and goodwill. The customer accepted this offer. The check has been processed and will be sent to the customer’s provided mailing address. We...
appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. We reviewed all charges to their financing account and confirmed all charges are correct. We have spoken with the customer and reviewed the charges with them. We appreciate the customer’s feedback and consider this matter...
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer accepted this offer, and we are waiting to receive the signed agreement. We appreciate the customer’s feedback and look forward to...
Complaint: [redacted]
I am rejecting this response...
because: they have no idea of customer service. I had these floors installed in November and they didn't finish the job correctly. Came out several times and didn't fix it. Didn't even order the correct materials to finish the job. Actually received a phone call from Empire on Monday offering me a discount on my next job with them. Asked them why I would ever hire them again or recommend them?????????
Sincerely,
[redacted]
We appreciate the customer
contacting us regarding his concerns. The installation was completed on
November 11, 2015. We have spoken with the customer, and we are waiting for the
carpet for the stairs to be bound. We appreciate the customer’s feedback and
look forward to amicably resolving this...
We have been in contact with the customer regarding the results of the third party inspection, and we have offered a replacement. The customer accepted this offer, and the replacement is scheduled for October 23, 2015.
We appreciate the customer contacting us regarding their concerns. We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the flooring. The certified inspector has been completed and is currently under review to...
determine if the failure is manufacturer related. Empire has spoken to the customer and informed them a final conclusion to the inspection will be available next week and a manufacturer claim will be filed, if applicable, at that time. 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 May 4, 2017, under warranty and at no cost to the customer. Additionally, we discounted the order by >20% for customer satisfaction and goodwill. We look forward to working with the customer on future home...
The customer contacted us in mid-July this year and she disclosed that a pipe burst and her new flooring had become damaged by the leak.
As with most consumer products, flood damage is not covered by warranty, however we offered to work with the customer's home insurance carrier on the cost of repair or replacement; the customer repeatedly refused our offer. Further, we have not received any information from the customer's insurance carrier, and it has never been alleged that we caused the leak in the customer's home.
The customer alleges that the wrong flooring was installed. We have reviewed thoroughly and can find no discrepancies with the customer's contract or product; the customer was installed with the correct style and color of flooring as agreed. Further, our process is to have the customer verify that the correct style and color of flooring prior to installation, and sign off on this review. The customer signed off that the correct flooring product was installed, and only made this claim well after the leak in her home.
While the floor damage to the flooring so soon after installation is regrettable, we understand the home insurance carrier has made the customer whole.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer, and per
his request, we offered a refund for the wall base. The customer accepted this
offer, and the refund will be processed back to his credit card. We appreciate
the customer’s feedback.
We appreciate the customer contacting us regarding their concerns. The local office recently spoke with the customer. While the floor they purchased is scratch resistant, no flooring is scratch proof. We have offered to work with the customer on the cost of replacement. We have also offered...
to discount the customer’s recent purchase for customer satisfaction and goodwill.
We appreciate the customer contacting us regarding their concerns. Service was completed as agreed and the local office has spoken to the customer to confirm satisfaction. The agreed upon discount has been processed. We apologize for any inconvenience and we thank the customer for their feedback on...
their experience.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, refunded their credit card, and charged the balance to their financing account as requested. We appreciate the customer’s feedback and consider this matter resolved.
We appreciate the customer contacting us regarding her concerns. We have reached an agreement with the customer, and we are currently waiting on paperwork. 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 July 20th. We apologize for any inconvenience this matter caused.
We appreciate the customer contacting us regarding their concerns. Per the customer’s request, we have canceled their order and refunding the deposit payment in full. We look forward to working with the customer on future home improvement projects.
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 as long as I receive payment promptly.
I have been contacted and told they are processing the refunds and should receive them soon. If for any reason I do not receive the compensation agreed upon, I will resubmit my complaint. Thank you for your kind attention to this matter.
Sincerely,
[redacted]
We appreciate the customer contacting us regarding their concerns. The local office has been in contact with the customer and we are waiting for receipts for the professional cleaning(s) to forward with the claim to the manufacturer.
We appreciate the customer contacting us regarding her concerns.
The local office spoke to the customer on Tuesday May 24th, and the customer confirmed there is no duplicate charge. The customer still has concerns that the installed carpet may have a defect, and the local office will...
schedule an inspection under warranty.
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered an accommodation for customer satisfaction and goodwill. The customer accepted this offer. The check has been processed and will be sent to the customer’s provided mailing address. We...
appreciate the customer’s feedback and look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. We reviewed all charges to their financing account and confirmed all charges are correct. We have spoken with the customer and reviewed the charges with them. 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 and offered a replacement with a signed agreement. The customer accepted this offer, and we are waiting to receive the signed agreement. We appreciate the customer’s feedback and look forward to...
amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. The corporate office has been in contact with the customer to schedule service.
Complaint: [redacted]
I am rejecting this response...
because: they have no idea of customer service. I had these floors installed in November and they didn't finish the job correctly. Came out several times and didn't fix it. Didn't even order the correct materials to finish the job. Actually received a phone call from Empire on Monday offering me a discount on my next job with them. Asked them why I would ever hire them again or recommend them?????????
Sincerely,
[redacted]
We appreciate the customer
contacting us regarding his concerns. The installation was completed on
November 11, 2015. We have spoken with the customer, and we are waiting for the
carpet for the stairs to be bound. We appreciate the customer’s feedback and
look forward to amicably resolving this...
matter.
We have been in contact with the customer regarding the results of the third party inspection, and we have offered a replacement. The customer accepted this offer, and the replacement is scheduled for October 23, 2015.
We appreciate the customer contacting us regarding their concerns. We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the flooring. The certified inspector has been completed and is currently under review to...
determine if the failure is manufacturer related. Empire has spoken to the customer and informed them a final conclusion to the inspection will be available next week and a manufacturer claim will be filed, if applicable, at that time. 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 May 4, 2017, under warranty and at no cost to the customer. Additionally, we discounted the order by >20% for customer satisfaction and goodwill. We look forward to working with the customer on future home...
improvement projects.
The customer contacted us in mid-July this year and she disclosed that a pipe burst and her new flooring had become damaged by the leak.
As with most consumer products, flood damage is not covered by warranty, however we offered to work with the customer's home insurance carrier on the cost of repair or replacement; the customer repeatedly refused our offer. Further, we have not received any information from the customer's insurance carrier, and it has never been alleged that we caused the leak in the customer's home.
The customer alleges that the wrong flooring was installed. We have reviewed thoroughly and can find no discrepancies with the customer's contract or product; the customer was installed with the correct style and color of flooring as agreed. Further, our process is to have the customer verify that the correct style and color of flooring prior to installation, and sign off on this review. The customer signed off that the correct flooring product was installed, and only made this claim well after the leak in her home.
While the floor damage to the flooring so soon after installation is regrettable, we understand the home insurance carrier has made the customer whole.