Janie G vs. Empire Carpet And Flooring Orlando, Fl February 2016

Dear Janie,
We are sorry to hear that you did not receive the correct product. We assure you that your concerns are important to us and we will be in contact with you soon to discuss this matter.
Thank you for your patience.
-Empire Customer Support

I want the laminate that has been installed REMOVED at no cost to me, refund of deposit in the amount of $400 and 3 monthly installments of $167.00 each. I wish to cancel contract and no longer owe any further money. Contract voided with refund of above money.

i RECEIVED A CALL FROM DINA AT EMPIRE ON FRIDAY, JUNE 3, STATING THAT THE MANAGER WOULD BE IN THE OFFICE TODAY, MONDAY, JUNE 6, AND THEY WOULD DISCUSS THE OPTIONS FOR SETTLING MY CLAIM. I HAD NOT RECEIVED A CALL BY 4:45 TODAY. i THEN CALLED THE OFFICE AND ASK TO SPEAK TO HER. THE REPLY TO ME WAS "THAT SHE WAS IN A MEETING AND COULD NOT BE DISTURBED". I LEFT A MESSAGE WITH THE GENTLEMAN THAT ANSWERED MY CALL AND TOLD HIM WHO I WAS AND THAT SHE HAD TOLD ME SHE WOULD CALL ME TODAY AND THAT IT WAS URGENT THAT I SPEAK TO HER. SHE HAS MADE NO FURTHER CONTACT WITH ME. PLEASE PROCEED WITH YOUR NEXT STEP IN SETTLING THIS CLAIM. THANK YOU. MS. GRIFFIN

I received a phone call from Dena at Empire on Tuesday stating that an inspector would be at my home on June 17 to inspect the laminate. I did tell her that I am not trying to be a trouble maker or get something for nothing but I do want this laminate removed at no extra cost to me and have the original laminate that I chose to be installed for the same price of the laminate that is there now.

As of today 6/17/16 customer's onsite inspection has been completed. We are awaiting the detailed results.

Inspection done on June 17,2016. The inspector stated his notes would be turned over to manager and I should hear something back from them with a week with options for my claim. I am not be signing off on this claim until I receive a summary from the manager of what there offer is to settle this claim.

I spoke to a customer service representative on Monday, June 20, and ask to speak to Ms. Lewis. She was unavailable.{as always} At this time the representative reviewed my account and stated that someone would call me on Tuesday, June 21 with a settlement offer. I left a message on Ms. Lewis's voicemail to call me. It is now Thursday 23 and I have heard from no one at Empire. Our deadline for resolvement of this claim in 5:00 tomorrow, Friday June 24. If not a settlement that I can or will accept this claim will go to an attorney.

I was suppose to hear from Empire by 5:00 today. It is now 5:09 on Friday and no word, proposal, or settlement from them. As of Monday, June 27, I will take further action to resolve this claim...with attorney/small claims court, etc. This issue has been going forward since middle of February. Ttime is up.

I received a call from Bill at the Corporate Office of Empire on Wednesday, June 29, 2016. He made 2 offers. The 1st was to refund me the amount that I had paid in the amount of $1000 still leaving a balance of $2400 - 2nd was to have the laminate removed and the original laminate installed at my cost. But at the same price as the laminate that is installed now. NO cash settlement. At this time he had not reviewed the inspector's report completed on June 17. He requested time to review report and picture. I called him on Friday July 1 and he had reviewed the report but not the pictures. He is having another employee review these pictures and notify me of the results. At this time I want this settled by Wednesday, July 6 as I am going to be out of state for a few days. My settlement request today July 4.....$1000 refund, removal of current laminate, install new laminate "Cottage" at no further cost to me. This issue has created emontional stress for me and also many hours on the phone trying to contact and speak to someone at Empire to assist with my issue. NOT until I filed this claim has anyone really stepped up to help me. This problem has existed since mid Februay. Installation was completed on Thursday and I started calling and trying to contact someone at Empire the following Saturday with the issues with the laminate. Customer service along with Xavier were horrible. Expecting settlement by July 6. Thank you.

We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and discussed the situation. The laminate installed in the customer’s home was inspected and determined to be free of manufacturer defect, installation defects, and the correct laminate per the contract. The customer has agreed they accepted the laminate on the day of installation and allowed the laminate to be installed, and after installation decided they did not like the color. They requested the floor be replaced with a different color laminate from the same manufacturer. We have, for goodwill and customer satisfaction, agreed to replace the laminate installed with a different laminate at a discounted cost to the customer or accept a $1,000.00 accommodation to keep the current laminate installed. All manufacture and installation warranties will survive. We feel our offer is more than fair and look forward to amicably resolving this matter.Add your information here

My counter offer. This is my settlement. $1000 refund of money paid. Installation of the original laminate "Cottage" at no cost to me. Removal of laminate that I have now at no cost to me. Cottage laminate to be at the same total that I owe now in the amount of $2400.00. Settlement to be made no later than July 8 as I will be out of state taking care of my daughter who has bladder cancer.

I would hvery much like to get this settled by Friday, July 8 or no later than Saturday July 9 by 12:00 PM. I have to go out of state and really want this settled by the time I leave. Please, Bill, get back with me. Thank you.

We have spoken to Ms.Griffin and reached an agreement. Customer will re-select product next week.

We did reach an agreement. A salesman from Empire will contact me on Monday July 11 to schedule an appointment on Wednesday, July 13 to pick out a new laminate. At this time I want to schedule installation for the following week. I requested that they not send the first salesman, David, or the installers that installed the floor that I have now. I also wish to pick out matching tile for my kitchen, laundry room and entry way.....or either the same laminate for the areas. The removal of the current laminate, installation of new laminate, and the new laminate that is chosen is to be at no extra cost to me.

i received a call from Bill at the Corporate Office on Monday, July 11, 2016 that a sales person would be at my house today, Wednesday, July13 between the hours of 9 & 11 for my son and I to select a new laminate for the areas that are going to replaced. It is now 11:45 AM and I have not seen any one from Empire nor have I heard anything. I contacted the Orlando, Fl office to see that could give me a time and they did not have me on their schedule for today. I have called Bill in the corporate office 3 times and left a message for him to contact me due to the fact that no one has contacted me. As of now I have not received a call back from him. I have cancelled an appointment at 12:00 to be sure I did not miss their visit. Now that Empire has not complied to their offer to me I expect their previous offer, cash in the amount of $500 and someone to be at my home by 5:00 PM today.

As of my notification at 11:45 this morning. I still have not received a return call from Bill at corporate office. No one came this morning. After posting my comment a lady called me around 1:00 that someone could be at my house in an hour. At that time I had already cancelled an appointment at 12:00 and I was now at my 2nd appointment for the day. I told her I would be home and avaiable at 4:00. She stated a sales person would be at my home at 4:00. At 3:40 I received a phone call from salesman, George, stating that he had just received notification at 3:15 that he was to be at my home by 5:00. At this time he still had an appointment scheduled for 7:00 about 2 hours away from my home. The person that was suppose to come had change in plans and could not get here. OKAY here it is 3:45 still no one at my house when it was scheduled from 9-11, I completely lost 1 entire day PLUS my son had called in late to work so that he could be here when the laminate was chosen as he is the person who is paying for this. He lost 3 hours from work. After going to work I texted him that the salesperson would be here at 4:00. He came home early from work...more time lost and no one came. NOW the time for my appointment is 8:30 tomorrow, Thursday, morning. I lost a day, my son lost time from work, and now my schedule for tomorrow morning is off. Considering time lost from work, completely having to change my schedule for part of the day and tomorrow morning and the additional stress my settlement has changed: Empire now has 3 options to settle: 1st remove current laminate, install new laminate at no extra expense to me and $1000 cash refund: 2nd Remove current laminate, install new laminate and in addition install tile in my kitchen and laundry at no extra cost to me 3rd Refund $1000, forgive the $2400 still owed on account and pay someone to remove the laminate for me. I have received a quote of $360.00. I can then contact another company to install laminate for me. This is to be settled by end of day Thursday, June 14. This has been a continued issue in my life since mid February. I keep geting notifications from employees of Empire, I think just to keep me happy, but nothing is happening. I'm fed up. I have a daughter that is ill and needs my assistance and I need to get this issue settled before I can leave the state. Make this happen!! No further discussion. 1 of the 3 offers no later than 5:00 tomorrow.

A salesman,George, came to my home on Thursday, July 14, and we decided on laminate for living room, dining room and hall. I also chose tile for my kitchen at a cost of $800.00. I inquired about financing to Bill at corporate office and was refused. This was to be only for 3 months. Still NO. I called the finance office today and inquired if I could have the tile installed on Monday, along with the laminate, so that I only had to this once, and most IMPORTANTLY, I need to get to North Carolina to be with my daughter who is battling cancer, and give them my debit card number so they could deduct the $800 on the 27th of July...and again NO. I don't understand how they can be so hard and heartless when I'm a mom and I really need to be with my daughter at this time. Suppose this was their child? Please I need assistance in paying this $800 so that I can get to NC. Please Bill, help me with this. I need the tile installed on Monday along with the laminate so I can get to my daughter. She needs me and I need to be with her.

My order for laminate was placed on July 14, 2016 with salesperson, George. The installers were to be her on Monday, July 18. No one came. At 8:00 on Monday morning I called scheduling at Empire and they did not even have me scheduled for Monday. I was told at that time the installers would be here today, Tuesday the 19th between 8-6. This morning I recieved a call from Xavier at Empire stating they were on the way to install the tile in the kitchen but had no order for my laminate. That order had been cancelled. No on at this house had cancel the order. Now, I had everything moved and ready for them on Monday and they are telling me the order was cancelled, they have to order the laminate as it is not in stock and could not be installed until the earliest on Friday or Monday. This morning I called Bill at the corporate office, as he is my contact person, left him a message with the issues now. So far no call back. This was to be settled by July 1 and is now the middle of July. I am now, requesting that Empire pay for tile that is to be installed also. This has caused me many stressful hours and convenience. I need to hear from Empire today that they will indeed pay for my tile installation and tile. This has come on way passed the date of settlement.