Reply by Empire Today

Mr. Hinckley: As a member of the customer service management team for Empire I apologize for the problems you had with your flooring installation and we understand your frustration. Customer satisfaction is extremely important to us and we want to work with you. I was able to locate your account information in our system and understand that we have been in communication with you regarding an inspection scheduled for this week. Our local area manager is overseeing your inspection and will communicate back with you about next steps. If you need additional assistance, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Author's
Miami, Florida
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In September my fiancee Donna Richard and I (Timothy Hinckley) hired Empire Today to do lay hard wood floors in our house. We were asked to have the a 10,000 dollar line of credit approved and paid with no written contract detailing the job, but not to worry we would not be charged until each of us had signed a Certificate of Completion.

The first day they didn't start because the wrong wood was ordered for our house. The next day they showed up with no detailed work order and asked me to tell them all the details of the job, and still had all the wrong molding. Then we come to find out that they had laid the hardwoods on top of particle board throughout the entire house. I had been suspicious something was wrong and during the job called management and they assured me it was nothing but an aesthetic problem, and they would not finish the job until I returned home to sign off on the job. I got home and found all the molding was the wrong color, all the detail work was wrong, all the thresholds were laid on top of the existing wood trim bringing my house out of code, and they used inches of wood puddy in all the joints to hide the improper cutting of the wood and cracks, they even ripped up tile and laid wood in rooms we hadn't asked for flooring. I asked the guys not to leave till I reviewed the job and signed a Completion Order, they snuck out getting my fiancee to sign before I returned.

I am on the loan separately and tried to stop the loan from Wells Fargo but they had processed it and Customer Service told me it was installed and I had ok the job. I tried to appeal to Empire National since I had already appealed to the local management and the regional rep refused to let me speak to anyone about the legal violations or provide me with any documentation and doubted the warranties that there own manufactures provided.

Truly a horrible experience from top to bottom. What troubles me the most is as the customer my veracity is being challenged by all levels of their management yet the people they believe on the local level have never visited our house.

My fiancee has even fallen in the house almost breaking her ankle on the curved out of code thresholds they installed.

Monetary Loss: $10.

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