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Empire Today's reply to:

Empire Today - Great Promises, Terrible Execution and Customer Service

Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
Empire Today - Great Promises, Terrible Execution and Customer Service
On 9/13/18 Jamie came to our house for a consultation on hardwood floors for our downstairs and staircase. After much discussion we landed on LVP flooring. At that time we made clear that we wanted white risers to go with our LVP flooring. He indicated that wasn't a problem. I noticed that it wasn't in the contract and when I asked he said that he needed to place a separate order for that but not to worry, he would take care of it, so we scheduled an install date on 9/19/18. The installers came and completed downstairs LVP installation but didn't have the proper materials for the stair installation. For one, they didn't have enough materials, and for two, they didn't have any record of the white risers for the steps. Downstairs flooring installation was completed on 9/20/18. Installers indicated someone would be in touch to reschedule the stair installation. On 9/24/18 I called to inquire about the stair installations since no one called me. Was informed that it was scheduled for 10/1/18. I specifically asked if the issues with the correct amount of materials and the white risers was resolved and was told that it was. On 10/1 the installers showed and again had no record of the white risers and didn't have the correct materials. No installation took place that day. I called the office back and again discussed the issue. Everyone I spoke to claims they have no record of me requesting this despite numerous conversations, but that it would be resolved. Appointment was rescheduled for 10/5/18. Installers came, still had incorrect materials but stated they would flip the risers they brought and paint them white before installing. Installation took place all day on 10/5/18. After looking at the completed job, I noticed several issues. One of the risers was installed incorrectly and left several gaps in the wood. There are other gaps present as well. Inexplicably, quarter round was installed on the landing and is longer than the step it is installed upon. Many of the treads were poorly cut and even more poorly caulked. Several of the treads are uneven where the 'nose' of the tread is higher than the back part of the tread. There is stray paint and caulking everywhere. Due to weekend and holiday, I called the office on 10/9/18 regarding these issues. I was told that they took detailed notes of everything and that I should email pictures, which I did. I also set an appointment for 10/18/18 for these items to be addressed. On 10/18/18 the installer arrived and stated he was just there to take pictures and observe the issues but wouldn't be doing any work that day. I said I already emailed pictures and he stated he never got them. After he left I called the office again and explained the issue to the same customer service rep I spoke to on 10/9. She rescheduled the install again for 10/25/18 and assured me that everything would be addressed and that the installation supervisor was now involved. On 10/23 I received a call from a different service rep asking why we had an appointment for 10/25 and if the issues were resolved on 10/18. I explained - again - what took place and told her I spoke to someone on 10/18 who assured me that this would be resolved. She again explained that she had no notes on any of this (a common excuse provided to me at this point) and confirmed my appointment for 10/25. On 10/25/18 I received a call again from the customer service rep explaining that they would not be able to make the appointment for 10/25 due to needing to bring in a painter to fix the riser. At this point I have lost all confidence as I continue to take off of work while this issue isn't resolved. I asked how painters were going to help and explained that there are several issues that need to be addressed that I've brought up on two calls, and via email with pictures. After being placed on hold I was told that she found my email and it's the first time she's seen it. After asking to speak to a supervisor I was informed (again) that there are no supervisors in that day. In a way I'm not surprised because there must be no one in charge there the way things are run... on the other hand how can there never be any supervisors present ever? I'm now rescheduled for 10/26/18. I have zero confidence that my issues will be resolved at that time. I have now had to take off of work on 9/19, 9/20, 10/1, 10/5, 10/18, 10/25 and 10/26 (and counting) for an install that I was told would take two days. I should have heeded the negative reviews of this company. They don't know how to communicate between departments and the contractors they hire for installation are shoddy at best. The take poor notes and blame the customer for anything they don't know because they can't conduct proper record keeping. For $13,000 I expected my floors to look better than something I could have done myself. I will never use Empire again and will tell everyone I know to stay away.
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#1388705 Review #1388705 is a subjective opinion of poster.
"Empire Today Flooring" Does more damage than good!
"Empire Today Flooring" Does more damage than good!
Dear Prudence, Customer satisfaction is our number one priority. We put our customers first and work with a sense of urgency to address their concerns from start to finish. We regret to hear your concerns, and assure you that this is not the experience that we wish for...
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#1453672 Review #1453672 is a subjective opinion of poster.
Dear Mr. Leveille, Customer service is our number one priority, and is our customer promise to handle issues quickly and fairly if they should arise. We regret to hear about your experience, and understand that we’re currently working with you towards a solution. We’ll...
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#1561526 Review #1561526 is a subjective opinion of poster.
Resolved
Empire Today's reply to:

Empire Today in Los Angeles, California - Return vist to fix original installation - Resolved

Empire Today - Return vist to fix original installation
Empire Today - Return vist to fix original installation
Empire Today - Return vist to fix original installation
Empire Today - Return vist to fix original installation
Empire Today - Return vist to fix original installation
Empire Today - Return vist to fix original installation
After many emails and photos the original installers returned. I had requested that they not return several times. I had said from the beginning if they thought the installation was done correctly I did not want them back. But that did not matter. The installers were argumentative and even suggested we call someone else to fix it and bill Empire Today. They reluctantly did the work they were sent out to do. They removed some of the white caulking and replaced some of the qtr. Leaving white caulking and covering it with clear did not work and mitering should have been done at the corners. So it looks better but it is still unprofessional. They also did not take any responsibility for damage at installation. Tiles were knocked loose and fell off later and chips in the baseboard were new. They did remove the cement from the walls and the door. I had vinyl installed and it came in one big roll that was difficult to move around, this is why there was other damage. Here are the photos after it was fixed.
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#1112105 Review #1112105 is a subjective opinion of poster.
Empire Today's reply to:

Dear Tracy, For over 60 years, we’ve been dedicated to serving our customers with superior customer service from start to finish. We sincerely regret to hear that your installation experience did not go as planned, and assure you that we take your concerns seriously....
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#1586832 Review #1586832 is a subjective opinion of poster.
Empire Today's reply to:

Dear Sabrena, With over three million satisfied customers, we understand the importance of superior customer service. We value our customers and live by the Golden Rule. We sincerely regret to hear that your concerns have not beet addressed. We take matters such as...
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#1596474 Review #1596474 is a subjective opinion of poster.
Tags
  • Horrible Customer Satisfaction
Resolved
Empire Today's reply to:

Empire Today - No resolution, yet - Resolved

Empire Today - No resolution, yet
Empire Today - No resolution, yet
Empire Today - No resolution, yet
Empire Today - No resolution, yet
I have been speaking with customer relations for many months since the day it was installed. I did not like the installation from the beginning and wanted them to stop. The installers said they had to do the job and that we could complain later. (I should have sent them home without finishing). Customer Relations have been helpful in trying to resolve my installation problem. It is very difficult to remove quarter round and caulking that was installed unprofessional and sloppy the first time. Empire Today has sent crews out 4 times to try and fix the initial installation plus 2 supervisors. The original crew, that I requested not to return, came back to remove all of the white caulking and white quarter round. They also left marks from the old quarter round and left over white caulking in different areas. I felt intimated by this original crew when they returned. They really did not want to remove all of white caulking that was applied everywhere. See the photos. I was told by the salesman a small bead would be used by the bathtub areas, that was not the case. Caulking was everywhere. In the original 15 page contract, I requested two bathrooms done with vinyl, which seemed like a good product. But a large roll is hard to manage by one person. The product is good but the installation was done unprofessionally. Glue and cement was applied to the walls and doors that should have been on the floor. Right now I am negotiating a large reduction in the installation cost due to the many times I had to wait for a 4 hour window and it still needs a lot of work. My baseboards have been damaged from the previous white quarter round. The paint the last crew used was white and my baseboards are a beige color. The old caulking is still showing in different places and by removing the caulking more damage was done to the baseboard and flooring. Empire Today wants to re-install the flooring with a good crew. I am done, and I do no have the time to spend the day or 2 with any more Empire Today crews. I will have my local flooring expert put new baseboards in and do a professional job at a great expense to me. Hope these details are clear to anyone following this installation problem. This is how it looks today. Toni Burke
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#1202493 Review #1202493 is a subjective opinion of poster.
Dear David, We live by the golden rule, and treat our customers that way they would like to be treated. We take ownership to ensure that every customer concern is addressed. We thank you for making us aware of you experience, and sincerely apologize for the...
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#1540090 Review #1540090 is a subjective opinion of poster.
Product
Hardwood Flooring
Tags
  • Bad Salespeople
Empire Today - Last effort before I initiate arbitration
Dear Walter, From pre to post installation, we’re committed to consistently providing our customers with the best quality service nationwide, and strive to leave a positive impression from start to finish. We’re disappointed to hear about your installation experience,...
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#1488744 Review #1488744 is a subjective opinion of poster.

Empire Today Products and Services Reviews

Empire Today's reply to:

Empire Today - Terrible Customer service

Empire Today - Terrible Customer service
The salesman came out and did a great job "selling" To bad he was full of it! First part was the financing, he quoted me $27000, to which I agreed. I then filled out the finance application which was only approved to 19k. That's when he told me that 19k was the most the finance company would lend and the rest would have to be cash or have my wife apply separately. SHOULD HAVE TOLD ME THAT IN ADVANCE. Long story short, the price miraculously dropped $1500...Moving on, he drew up the contract that stated that ALL of the old flooring would be removed and disposed of, the installation would start the following day at 9 and would be finished by mid day on Sunday. At 11:30 on Saturday the installers showed up and told my wife they would not finish Sunday as they do not work Sundays. Ok, strike two on the salesman but let's keep going. I was going out of town on a business trip and left with confidence in the installer (who were great guys). The project was completed on Tuesday and I got home that evening. The old floors were not removed, the new floors were simply installed right over the top. The installers told my wife that it was better that way and that it would be a benefit if we ever sold our house?! I called Empire to find out what the deal is and why I was being charged for removal and disposal if it didnt occur. Michelle in customer service stated that they would come back out and remove the old flooring, but could not remove the tile floor in the bathrooms or laundry room (even though the contract clearly stated they would). I was then told they would actually remove it but then I would have to hire a separate contractor to come out to prep and level those portions of the floor. I let her know that would not happen and if I had been told that in the beginning I would have never agreed. I then told her that I would be utilizing the cancellation agreement portion of the contract, as I was within the time frame (November 14th was the cancel by date) and they could come get their material. The agreement states you can cancel within 3 business days "without penalty or obligation". Michelle stated that I could cancel but Empire was entitled to come retrieve all of their material. I agreed with her, stated she could come get it, but Empire would need to put my house back to the condition it was in, including repairing the 16 entryway door frames and custom molding surrounds that were cut in order to fit the new floors (I guess they were cut because they wouldn't fit since the old floors weren't removed as required). Michelle said she didnt agree to that. She ended up offering me a reduction of around 7K, said she would talk to her manager and would be calling me back. NOT TRUSTING A WORD THESE PEOPLE SAY, I went ahead and processed the cancellation agreement, sent a copy to their legal department as required (FedEx with signature required), I also emailed a copy to the salesman and called and verbally notified a customer service rep. As expected I never heard another word from Michelle, I have called multiple times with no success. The last 4 calls I have been told that they were unable to reach Michelle or her manager Paul, but a message was left and one of them would call me back the next day... You guessed it.. NOONE has ever called me back. However, they have processed the financing portion to the tune of 19k, which is not an ammount referenced anywhere in the contract or any other paperwork.. now I have a new floor, that you can still see the old floor underneath in one part.. I have a new floor that has assumed all of the issues of the old floor (warps, creaking, cracking) a new floor that I have to keep hammering down with a rubber mallet because portions keep popping up, and a new floor that makes popping noises when you walk over the transitions from wood to tile!!
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#1414293 Review #1414293 is a subjective opinion of poster.