Reply by Empire Today

Jason, I truly apologize for the difficulty you are experiencing. I was able to locate your information and it’s my understanding we have scheduled your repair. Your satisfaction is important to us and we want to work with you. Please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager All of our products are backed by manufacturer product and installation warranties. Your product does feature a 30-year wear warranty. Our customer service agent can explain the details of the warranty or answer any other questions you may have.
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Reston, Virginia
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Within one year, 3 saddles broke. They had to come back twice to fix the first two, since the "repairman" did not communicate in English at all. He put in the wrong color.

Two weeks later, the saddle going to the basement broke in half when the oil man stepped on it. They said it was HIS fault for stepping on it. WHAT? It's a floor, you're suppose to step on it, walk on it, etc...

The saddle is made out of cardboard, yes cardboard. Not even pressboard, cardboard. I'm surprised it took a year to break, it should have broken within a day.

Now that the floor is paid off, they said the warranty is over. I was told there was a 30 year warranty. They said because I had too many things break, they would not fix it without us paying for it. They wanted $65 just for someone to look at it. The customer service man was rude and obnoxious, saying that everything that broke was MY fault and he wasn't dealing with me anymore. Well if walking on a floor causes it to break, then it is my fault. Empire is a joke!!!

We had problems with them from day one, when the installers tried cancelling the appointment ten minutes before the time. That should have told me something...I should have cancelled and never rescheduled.

The other rooms in my home were done by ourselves, with the cheapest product from Home Depot. They've been down for FOUR years and NO problems whatsoever. I've dropped numerous things on them, from a hammer to a jar of sauce. Not so much as a dent or scratch. That tells me just how cheap and shoddy Empire products are.

Do yourself a favor, and do NOT ever use Empire.

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