Reply by Empire Today

Dear David,
Customer satisfaction is our number one priority. We put our customers first and act with a sense of urgency to address every concern.
We want every customer to be satisfied, and regret to hear about your experience. We've located your account information and will be contacting you shortly to start working on a resolution.
Thank you,
-ET Customer Support
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3.4
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I usually like to give good reviews, but this is one instance where I find it impossible to give even a neutral review. When the salesman came by initially, I pointed out a corner of the floor by the bathtub that showed signs of water damage.

He assured me that it would be taken care of. The contract clearly states that they check for moisture problems before they proceed. A year later, we've had to have the flooring torn up all the way to the subfloor. The screws in the subfloor were completely rusted through and the subfloor, underlayment and sheet vinyl underside were saturated with water.

The mold was at category three - the worst possible. Insurance won't cover any of it, because Empire overlooked the issue, installed the floor, took their money and ran. I went through empire's customer service, and they assured me that they would have brought it to my attention if there had been any moisture issues at that time. I explained that the same area of the bathroom floor I had initially pointed out to the salesman was suffering the same fate as before.

The bottom line is that the customer service rep talked with her management, and called me back to tell me plumbing issues were up to the homeowner. Well, duh... I would have taken care of it at that time, if they would have told me. Insurance would have covered it then.

Now I am stuck with the entire bill. Learn from my bad experience and get your flooring needs taken care of by a company that actually cares.

User's recommendation: Avoid dealing with this company. Terrible end result.

Product or Service Mentioned: Empire Today Flooring.

Monetary Loss: $12.

Preferred solution: Full refund.

Location: Portland, Oregon

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