I called Empire for a free estimate.....A representative came to my home on 11-17-2016 and gave me an estimate. I was very pleased with the price and the new wood laminate floor that I had chosen.
I scheduled the installation to be done today, 11-21-2016. The representative, David, and I went over payment options and I decided to finance. My Daughter and I discussed the possibility of financing earlier in the day and she wanted to finance in her name if we went that direction, to build her credit. However, she was at work when David was here to get her information for the credit check.
So, David asked that she text him her information no later than 11-18-2016, he would run her credit then and we would go from there. The next day my Daughter called him because she was uncomfortable texting her information and SS number. There was no answer so she left a voicemail asking that he call back as soon as possible. After waiting most of the day for a return phone call from David, she texted him the information that he needed because It was getting late and she had to go back to work.
We were told that if he didn't have that information on the 18th that I would lose that estimate and I would not be able to have the floor installed before Thanksgiving. I have family coming to stay with us for Thanksgiving, so it was very important to us to have the installation complete as there is only a sub-floor in our livingroom at this time. And this is why my Daughter went ahead and texted all of her information even though it made her uncomfortable. She never received a text, phone call, or voicemail that night or the following day.
I called him twice over the weekend and never received a call back. I texted him......still no response. I had no idea if we were getting the floor or not. Monday morning, two men came to install the floor.
We were so happy, and excited! We started moving the furniture out of the living room and the two gentlemen started to bring to floor in. Then, one of the gentlemen stopped bringing the floor in to get me to sign some paperwork, as I was signing he asked for the entire balance to be paid up front. My heart sank and I told him that it was to be financed.
There were no notes in his paperwork stating that, so he called his supervisor who also stated that there was nothing indicating that I, nor my Daughter was planning on financing the floor. At this point the tears started and I couldn't stop them to save me life. One of the gentlemen made a phone call to a representative and handed me his phone. I told him everything that happened leading up to this point, I'm not sure how much he actually understood because I just couldn't control my crying.
He tries to call David but there was no answer. He calls his supervisor who tries to call David, still no answer. He then tells me that someone will be calling to try and resolve this. The two men leave but promise to come back today if it is resolved.
I waited for two hrs......no one called. So, I call the 800 number and speak to someone....she tries to call David and as usual no answer. She then tells me that a supervisor will be calling me. That was two hours ago.
It has now been four hours since they left and I have given up all hope. I'll be calling my family to call off our plans for Thanksgiving. I can't have them over when I don't have a floor in the living room. It's ugly and I'm embarrassed by it.
It's been years since Ive seen some of my family, I just can't have them over with my home looking like this. I'm hurt, I'm disappointed, I'm mad, and I'm frustrated. I've heard good things about this company but my experience has absolutely been terrible and at this point, I don't even want them to install the floor, they have lost my trust.
I will not be recommending this company to anyone and will tell anyone who asks what my experience was. I have never dealt with a company so unprofessional that they would rather leave a client in tears and in limbo rather than return a phone call.
Product or Service Mentioned: Empire Today Laminate Flooring.
Reason of review: Poor customer service.
I liked: 2 installers.
I didn't like: No communication, Phone calls were not returned, Text messages were not returned, Extremely unprofessional.