The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Empire Todayceramic tile and carpet installation

We've had issues with a former sales representative from Empire Today, however the installation of flooring went well. Therefore this time we requested a different sales person to come out for a new order. Brian Hagen was sent to our home. He seemed relatively knowledgeable and friendly. We chose our products at a cost that was agreeable for both parties. Brian scheduled the installation date. Here is where the issue comes in. The installation date was changed to a day that we would not be available, and we weren't notified of the change. I just happen to contact Empire Today to inquire when they would be arriving. The customer service representative said Brian Hagen should not have scheduled both services on the same day and therefore one service was switched to another day. But shouldn't we have been notified? The general manager, Heather Hallmeyer (I believe that was her name) removed $100.00 from the balance. We just wanted our products on the day that Empire Today agreed it would be installed. One product was to be installed today which was confirmed on yesterday. I requested it to be installed first thing this morning. The installer had not contacted us so I called Empire Today. Guess what, the installer had not shown up for work and Empire Today had no one else to send, and again the installation would have to be rescheduled. I was told that $50.00 is usually deducted from the balance in this type of situation. Why do people believe that money will solve every issue? Empire Today lacks professionalism. We weren't contacted when changes were made. Our time was not considered. Sadly, its the way many companies run their businesses today.

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Empire Today's response · Mar 21, 2016

    Hi Vivian, we regret that the installation was not completed as initially scheduled, and we realize that the delay is frustrating. It's our understanding that we've spoken to you about the situation and that the installation has been rescheduled. We will continue to follow up with you until everything has been completed to your satisfaction, and you can also reach us at [email protected] Thank you. Bill Allivato, National Customer Service Manager

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