Reply by Empire Today

Raul, we strive to make beautiful new floors easy for all customers, from start to finish. We put our customers first and act with a sense of urgency to address every concern.
We want every customer to be satisfied, and are not happy that you've had a bad experience. Please email your account and contact information to customersupport@empire-today.com for further assistance.
Thank you,
-ET Customer Support
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3.0

Contacted Empire flooring after getting estimates from LL flooring and a couple private contractors. Decided on Empire due to warranty concerns, the personality of the salesman and comparable cost with LL Flooring.

I discussed a concern with the salesman regarding the underlayment that was to be used. I hoped for an option such as DMX (LL Flooring carries) which has what I believe are better wicking capabilities. I contacted Empire through their online chat 2 days after signing the contract and expressed my concern. I was contacted by the sales Manager who sent me a copy of the spec sheet for the underlayment (sound buffer).

After reading the spec sheet I was more convinced of my concern and contacted the salesman. Long story short I was given the ok to purchase the underlayment (DMX) by sales via text messaging. I purchase 700 sf of underlayment and notified sales that all was ready for the installers. The day of the installation I contacted the salesman after 8 am that I hadn't heard from installers which prompted a call from Empire an hour later notifying me that installers would arrive between 1 and 3 that afternoon.

I had taken 2 days off from work to empty the furniture, aquarium, etc and be there for the installation. After running an errand I returned at 11:15 to find the installers had been there and gone telling my wife that they could not install the underlayment I purchased and the humidity being 100% would void warranties. I notified the salesman about the situation, and he contacted the installers called me back and said that in fact they could not install the underlayment and I would need to reschedule.

I had planned this out with Easter in mind and a large family gathering. Now I'm stuck with an install date down the road and a wife who thinks I should install myself or hire another.

Product or Service Mentioned: Empire Today Installation.

Monetary Loss: $500.

Preferred solution: Let the company propose a solution.

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