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Complaint Details
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Initial Complaint
11/28/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Door entry way was not installed as discussed with the sales representative. As a result, the front door is difficult to open and does not open all the way. In the middle of the floor a section is lifting up and is now chipped. My husband and I have called numerous times since the day after installation (November 9, 2021) and have not received a call back. Each and every time we have called, we've been told that ******** will call us back in 1 to 3 days. No one has called us back to attempt to resolve the problem.
Business response
12/17/2021
We appreciate the customer contacting us regarding their concerns.
The local office has contacted the customer and offered to schedule service on Tuesday,December 21, 2021.Customer response
12/23/2021
Complaint: 16184757
I am rejecting this response because: Empire Flooring did not come to repair the floor. We were led to believe, via email, they were scheduling repair for Thursday Dec. 23rd after 9:30. No one arrived.When I called to ask about the appointment the customer service person said a ticket to schedule the repair had not been submitted.
Sincerely,
*************************Business response
01/04/2022
The local office contacted the customer and we are working with the customer to reschedule the service for a mutually convenient time.
We apologize for the inconvenience and thank the customer for their feedback.Customer response
01/07/2022
Complaint: 16184757
I am rejecting this response because: We informed the business that we are available for Saturday appointments since we both work and we no longer have any Time off available. Thursday December 23rd, 2021 we were led to believe someone was going to be coming. I took my last PTO day for that appointment. When I called to confirm the appointment on that morning I was told no order had been sent. We did have a person call at 6:30 pm on January 6th saying they were coming over to the house that evening. We declined that because we had not been notified of any appointment. At this point-in -time we are looking into hiring someone else to fix the problem.
Sincerely,
*************************Business response
01/17/2022
The local office reached out to the customer and left the customer a message that we can set an appointment to reschedule for Thursday,January 20, 2022.Customer response
01/19/2022
Complaint: 16184757
I am rejecting this response because: As per my email dated:From: *********************** <***********************************>
Sent: Friday, December 31, 2021 2:08 PM
To: ************************************** <************************************************************>
Subject: Re: PRJ001911817/Reschedule
We are now out of vacation time. If you have someone that can come over on a Saturday let us know.Thank you,
*****Empire has made NO attempt to accommodate our request. We are going to hire someone to finish this. Now the door seal is damaged because of what Empire did with the floor. They didn't follow directions we gave to the representative for installing the floor in the door area. It has been three months of phone calls and emails to try to get this installation fixed. We are not happy with this.
Thank you,
*************************
Sincerely,
*************************
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Get a QuoteCustomer Complaints Summary
2,182 total complaints in the last 3 years.
547 complaints closed in the last 12 months.