We bought flooring through them for our kitchen, dinning and laundry room in 2012 with a 'lifetime' warranty. We are on a slab foundation and asked the salesman prior to purchasing if we needed to repair some low spots in the floor.
He assured us that if anything needed to be done then the installer would handle it for us at the time of installation. The installer told us it was not needed but that if we had any issues in the future that it would be covered under the warranty. Here we are...4 years later...with flooring issues in those spots. We contacted Empire Today (this process took over a month because no one would ever call us back) and they said they could not do anything because it is the sub-floor and not a defect in the actual flooring we purchased.
They said they only warranty the installation for a year. Their "solution" was to charge us $1500 more dollars to come in and replace the flooring. They said this was a deal. It is a deal....for them.
We were also told by the salesman that the floor would be repaired at no cost to us if we were to damage it by dropping a heavy pot or something on it...this too was a lie. Do NOT trust what their salesmen say. The only thing covered under the warranty is actual defect in the product. They do not stand behind the installation of those products and will give you false promises during the sale.
I recommend going local.
They are usually smaller operations that care about they work they do and want your business again. There is nothing more we can do to resolve the issue, but i hope this review will keep someone else from making the same mistake we did.
Product or Service Mentioned: Empire Today Flooring Installation.
Reason of review: Warranty issue.
Monetary Loss: $3500.
Preferred solution: 100% of repair cost covered. If not offering that- no resolution can be made. .
I didn't like: Customer service, Installation.