Reply by Empire Today

Fred, I truly apologize to you and your wife Shelli for the damages that occurred to your couch and other belongings during installation and for the issues you experienced in receiving a reimbursement check. After reviewing your history, I see that a reimbursement check has been mailed to you. Customer satisfaction is extremely important to us. If you have any further questions or concerns, please feel free to email me at or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Portland, Oregon

As an active duty Army officer, it is important that the businesses we deal with can communicate and follow through with our spouses on our behalf. The amount of time and trouble as well as lack of timely communication between Mr John Coppola, GM of your POrtland, OR office and my wife Shelli has made it very difficult for us to proceed with the renting of our home before my deployment to Afghanistan.

I have read all email correspondence between Mr Coppla and Shelli and looked over phone log notes regarding the conversations they had. It is obvious that he mislead her in the amount of time it would take to receive reimbursement and even had little or no knowledge of your own policies in customer reimbursement, causing even more of a delay. On October13th she spoke on the phone with Mr Coppla and asked specifically when the check would be cut to cover the painting/wall repair expenses to which he informed her that it would be done that Thursday. It was not until November 1st that he informed her of the General Release which had to be signed before a check could be sent. I signed the release that evening and it was faxed, per an emailed arrangements with her, the very next morning. In an email sent by Mr Coppla prior to the release being sent, he stated that the check would be sent out as soon as your office had possession of the General Release. We have emailed confirmation from the office that the release was received on the morning of November 2nd. It has since been yet another a week and the check has not been mailed!

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