Empire Today
Reviews and Complaints

I was jacked around from the beginning. The guy that came didn't speak very good english. Ordered flooring and carpet 1 month ago. Flooring was supposed to be installed August 24, the 22 got a phone call saying the flooring wouldn't be in. The same day got a email stating it would be installed tuesday. Had to reschedule for sept 7th. Carpeting the 31. Was suppose to get a phone call that morning between 730 and 8 to let me know when they would be here. Waited to noon still no phone call. Called to cancel and was told I wouldn't be getting my 309 deposit back. I asked why and was told because it wasn't within the 3 daysper the contract. YOU BREACED the contract by not calling! Tottally unprofessional. Tried to give me 250 off product but can't give my 309 dollars back. DO THE RIGHT THING, GIVE ME MY MONEY BACK!

Ordered carpet on August 9 and set installation for August 28 for a rental property. They called to confirm twice. The morning of the install they called to remind me of the install between 8 a.m to 6 p.m. I went to the house and waited. I went home for lunch and had a message from the installer asking me to call. It seemed like they were not going to come unless I called to confirm once more. I called and no answer. I left a message. I waited 1/2 an hour and called again. No answer so I called Empire today's local number. That number attempted to transfer me but instead hung up. I called the 1-800 number and was told that they were not going to install today because they didn't have time. She explained that the installer does the big jobs first and if he has time he tries to fit in the smaller jobs. She said maybe he can fit me in tomorrow but I have to wait 24 hours for a call back to reschedule. I told her I am not available to wait all day tomorrow. So who knows when they will install it. I expect to be treated better than this. So I will not be calling Empire today when in a couple months when I replace all my flooring in my 2200 sq foot home.

I had carpet installed on 8-8-19. The installers did not install the carpet that they showed me on the truck or the carpet that I selected with the sales person. There were three in installers that came into my home first and then there were five more that came in another truck. They installed a different carpet from what they showed me on the truck and what I selected with the sales person. I have been trying to work with Megan in your Customer Service and she said there is nothing I can do. That I signed a contract.
But, I signed a contract for the color that was on the sales person sample board and that is not what Empire installed in my home. I was told that the sales person is not allowed to come back out to my home to show me the samples that I selected from. This is dishonest and wrong! If the sales person sold me carpet, then they should be able to come back out to show me the sample board that I chose from!

I had a carpet installed in my home the total amount came out to 4200 dollars! I was told that if I pay for one room the others will be $50 a piece. I have other quotes from other companies that were considerable lower than what I paid for this carpet. I also never received my $250 credit for signingg up with my email and scheduling a in home appointment.

Poorly done installation and unprofessional third party crew. We scheduled a new carpet installation to finish our newly renovated third floor space as well as to replace carpet on our second floor. The sale experience was fine and even rescheduling our install was never an issue. The problems began with the third party installation crew Empire sent to our home. First, they arrived, thrust a 1inch x 1inch sample in my face, and asked me to verify if it was correct. Then, I was required to pay the full balance up front before the install began. In my experience with any professional home service, you are never required to purchase the full amount until you verify the job has been done correctly. This should have been a red flag.

The installation crew did not spend any time explaining the process or timing for the install—they just came in and started working. Throughout the day, they were extremely loud and chatted bad jokes with each other the entire time. At one point, one of them urinated with the bathroom door open. Upon completion, they did clean up the space, but as we finally had a chance to inspect the job, more problems arose. We purchased the highest quality padding and one of their top tier carpets, and the carpet itself looks great in color and quality. However, the installation reflects shoddy work and unprofessional installation practices.

Nearly every wall seam has frayed edges or gaps which are extremely noticeable in our looped carpet. You can see knife marks where the carpet was cut, and there are huge gaps around almost every door jamb. The seams along the stairs are fraying and not tucked and will certainly continue to fray over time. There are many areas where the carpet ripples under foot and I am concerned this will cause wrinkling or bubbling down the road. Some spots have inexplicable holes along the edges, and we can also feel the tack strips through the carpet in a few places along the wall. They also skipped padding in all of our closets even though we specifically requested it.

When we pointed it these concerns to the crew, they reluctantly tried to fix some of the edges and gaps and did add the padding to the closets. But given that the job was done so poorly, there was clearly not enough time or skill for them to resolve the issue as it was already 6pm. I called customer service and they assured me the crew would do a final walkthrough where we could not concerns, but this never happened.

After the crew left, we discovered multiple areas where they damaged our walls, including large dents in our newly renovated drywall on the third floor—a project that cost $13k and was finished less that a week ago. Our baseboards and shoe molding are also very banged up along with scratches to the walls. The most upsetting discovery was a piece of chewed gum stuck on one of the doors on the third floor—a deposit that definitely came from the Empire crew as we have not used the space since we did the final walk through with our contractor.

We feel very violated by this behavior and the lack of care out into our installation. My wife is 9 months pregnant and we have been unable to set up our nursery while waiting on this installation. We are worried it will need to be completely redone and are concerned about the timeline involved in getting this done. It is truly a shame that the company stakes it reputation on unprofessional third party crews as our dealings with the sales and customer service team have been pleasant. When working with people's homes, more care and consideration needs to be put into how you select your crews.

Empire repaired the carpet, but now no one will return my calls regarding restitution for the damages to my home. I've left 6+ messages over the past two weeks.

I had Empire install carpet in a bedroom and wood flooring in the kitchen several years ago. I was well satisfied with there service..
In June I called them back to install wood flooring in a library room and also to patch a piece of floor in the kitchen that they installed before.. I removed a cabinet which left a 'hole' in the floor.. I asked the salesperson to address the 'patch' as that was super important to me.. She call a supervisor for instruction. She sent a picture from her cell phone.. She gave me a price for that work of $380. for about 8 square foot of floor.. She gave me a quote of $3600. for the library. I agreed and signed the papers and gave a deposit. When the installer arrived he said he didn't know anything about the small kitchen job.. He call someone on his cell. I talked to that person (Sean). At first he said they didn't do that sort of work. I pointed out the item on the estimate. He then agreed to do the work but this crew wasn't competent in this type work. He said he would set up another crew to do it. I have call 4 times and do not get a call back. compaint # is 1-[protected]

We had new laminate flooring installed in June of 2018 and within a few weeks noticed that some boards were starting to have a gap and some of the edges were lifting. We called to let them know and have someone come out to look at it, but no one ever came. We called customer service at least 2x a day and no one would call back, we left messages and more calls and IF someone set an appointment they would never show up. Before we knew it 6 months had passed and still nothing was done. I finally called so much and complained that they sent out an "installation manager" who told us that he needed to get approval to fix the gaps and the edging that has completely lifted from flooring. He left me his card and told me to call him back in a week, he now ignores every call and has never called back.
We started to call and complain again and a NEW manager came to our house, saw the issues and agreed it needed to be fixed. Now we can't get a hold of her or anyone else again. It has been an ENTIRE YEAR that his has been going on and we still don't have a resolution. We paid a good amount of money for this to be done and it needs to be fixed.

On May 24, 2019 I had an Empire sales rep out to discuss installing flooring. I selected a LVF and told the rep that I wanted to finance the project. At that time the estimate was just over $10, 000. When he contacted the office, he said my financing hadn't gone through and I told him that was bizarre since my credit score was high. He then asked if I'd qualify for any discounts, and I ran him through my profile and he said he had the authority to approve finance projects under $7500 and with a deposit, installers could be out the next day (Saturday). I gave him the $750 deposit.

On May 25th, installers came out. I was in the process of replacing drywall because there had been a small leak. The carpet was dry and the drywall had been repaired. The installed proceeded to rip up the carpet in the bedroom and take it out of the apartment, leaving it outside on the walkway. When they concluded tearing up the bedroom, they said it might be better to let the drywall repair dry more because there was moisture in the air and it would be better for the flooring to wait a few days. They assured me they could be back later that week to finish as I was having family come into town.

On Thursday May 30, 2019 a different install team showed up to finish the job. And the installer informed me that I owed a balance of $6750. I explained that I had finance the project. The installer told me he couldn't finish the job without the balance being paid. I spoke to Empire and they said that I had never been approved for financing and the sales rep didn't have the authority to approve and amount. I asked if the installers were going to haul away the carpet they ripped up and let outside in the rain for the previous 5 days and the answer was no. I was left with no carpet in the bedroom and what was there was no rotting outside in the walkway blocking the path to the backyard and gate.

After speaking with Empire several times, they offered to replace the carpet. I explained that since they didn't install the carpet and couldn't match the rest of the apartment, I wasn't interested in that. I also requested my deposit, which they didn't refund for 3 weeks.

After dozens of calls seeking remediation for the damage that was done, I suggested that they pay me for the sq FT of the carpet that had been installed which they remove and then left rotting in the walkway (the bedroom being 225sq ft) and that total was $2172. Empire refused.

Now, finally going on 7 weeks, I asked if they were going pay to haul away the rotting carpet and was told no. I finally agreed just to have the carpet replaced because the apartment hasn't really been livable and I had to put up my family in a hotel. Today is was also told that "Empire did me a favor" by removing the carpet and that was my compensation. I was injured serving abroad and have no cartilage in my left knee. I can't haul it away myself.

I have spoken to dozens of Empire employees - Devan, Mike, Ms. Beverly, Charles (667-217-0040)

Account ID: 1-[protected]

The first photo attached is what the bedroom looked like before Empire arrived, what the drywall repair looked like the day the arrived and what the bedroom has looked like for the past 7 weeks since it's been dried and painted.

-Angela Kouters
[protected]

My name is Debra Maciorowski, on June 19, 2019 I was to have vinyl installed in my powder room and bathroom. When the installer come they found there was water damage so I had to contact a plumber and carpenter to fix the powder room floor and see if the plumber needed to fix the bathroom floor. The plumber determined the bathroom floor was fine, the powder room did need to be fix. I decided to wait to get both floors done at the same time and would reschedule after the powder room was fixed. I got email from Empire work would be done on 6/28/19, the floor was not done so I rescheduled for 7/5/19. On that date I received a automated call that the installer would call me within 1 to 2 hours. I waited until 12:00 that day and then call Empire spoke with a representative that told me Nat would call me. At 2:00 I still had no call my husband arrived home and started to call Empire, they said the job would be done on 7/5/19. The installer Nat (who was very nice) called and said he was on vacation and was not going to be there that day. He advised the Empire was aware of the time he had scheduled and thought they would schedule another installer. Well, after numerous call to Empire by my husband to different levels of management it was determined the work wouldn't be done that day. The problem being is that a party was scheduled at my home on 7/6/19 and we needed the powder room done. At one point, he spoke to a woman who said they could come on Saturday 7/6 the day of the party which was not acceptable! I was very upset with the scheduling how could Empire schedule and installer who was on vacation! This is not the installer fault it was Empire's scheduler! We did get t call back saying the would give us $150 back, for the inconvience which is a joke. I took off from my job that day to wait for installation that was never going to happen that day.
We did speak with the installer Nat who he told me Empire called him on vacation and he rescheduled for Wednesday 7/10/19. This man bend over backwards to calm me down!
Then on 7/8/19 a man named Andy District Manager 1-866-588-2332 ext 3911 called me in the morning at around 8:30 who wanted to discuss rescheduling installation he left a message. I called him back 3 times on 7/8/19 left messages and as of today 7/9/19 9:58 am I haven't had a return call ! That is TOTALLY uncalled for and ignorant not to call a person back who was so upset.

I would just like to say I had Empire install carpet and laminate flooring in November 2018 and I was very satisfied and referred them to people. This installation is a NIGHTMARE and I can't wait to get it completed! If Empire would have just sent another installer on 7/5/19 the job could have been done. Empire needs to review the PTO schedules and reschedule a new installer if someone is on vacation.

I do deserve some type of reimbursement not just $150 for the stress this has caused.

My name again is Debra Ann Maciorowski, 209 Edmond Street, Pittsburgh PA 15224. My email address is [protected]@gmail.com, my cell phone number is [protected]. I would hope that someone reads this complaint and gets back to me to acknowledge this issue.

Salesman came out and tried to get me to go with grey plank tile. I don't want grey in my green and yellow kitchen. I said I want ceramic or stone tile, not vinyl. He said he had engineered stone. Showed me hard as rock sample about 1/4 inch thick and 2 inch by 2 inch. I like it and agreed. He said it would be $3000 for my very tiny kitchen. Since this was "stone" I thought with all the work cutting it in the garage and the weight of it and all it would be a big job so I went with it. Imagine my surprise when they finally showed up after two missed appointments and my kitchen in disarray for weeks because they cancelled on me twice, they show up with flimsy vinyl tile. I said I did not order that. It even looked different. I sent them away and contacted the sales rep. He sent me a picture of what I had seen with the title next to the sample stating Engineered Stone. I said yes that is what you sold me. Well stupid me you can call vinyl stone. Now I'm stuck with a product I don't want at a very expensive price. They will probably be cutting it with an exacto knife right on the kitchen floor. It will probably take 2 hours to install. I'm so upset that I was conned and will have a inferior product. I had him come back and show me samples of ceramic and porcelin and every time I picked one of them he said "oh I'm sorry we are out of stock of that and not selling any more. When I pointed out something on the web site online he said "oh we can't get that in this part of the country". I have contacted an attorney and I may be able to get out of the contract. I'm looking into it. I had used them for carpet for my stairs before and it was fine so that's why I went with them this time. Don't hire them. Go with anyone else.

I am so disappointed with this experience that I have must write this complaint in hopes that I may help a someone.

I was so excited! After 9 years saving, I was finally able to contact empire and get started on new carpets and living room/bath laminate. Everyone in the Bay Area has heard of Empire and knows their jingle from TV ads. I was looking forward to working with them/thought they were going to be wonderful.

AM STILL APPALLED AND STILL TRYING TO GET A REFUND OF MY DEPOSIT.

1. Misrepresentation:

Ads say ‘call for a free estimate today or visit us online for a feee quite'. Technically yes, but unethically they are stating: call or go online to book an appointment for Empire to come out in a date in the future. No live people; no personal care; no consideration of TIME TAKEN FROM WORK to accommodate Customer this visit.

2. Sales Force/Estimate Experience.

The rep showed up with a van full of samples but only pulled two boards for us to review. She was unprofessional and behaved as though we were a nuisance when I asked if they had any options other than the standard beige/brown. She brought up one more board and alluded to these as the only other colors. . LIE #1. (She was hurrying us along already.)
3. Estimate experience:
Rushed,
estimate Called for quote -was unable to see anything onkine. No way to discuss options or color boards unless u make an appropriate and have an in9-person estimate. 1000.00 may seem like a drop in the bucket to Empire, but tell that to my 12 year old when I can't buy her an instrument for the school band or pay for the field trip to the zoo next year.
noted by understand the cruelty of taking advantage of people looking to improve their living situation- and if going to Empire- the customers likely don't have a lot of money to work with. I

STOP AND READ

I feel it is my duty as a single mother, and as a human being, to post this complaint, in hopes it will help someone make a better decision than myself.

My complaint in full is below but the bottom line is:

Don't agree to anything
Don't get pressured into signing
Don't be fooled by the sales rep
Don't think the rep ir Empire is there to help you
Don't take the offer based on pricing
Don't move forward until you have read consumer reviews.
Don't let your eagerness or excitement cloud your judgement.
Do not give them any money up front!
AS WE HAVE BEEN TAUGHT BUT TEND TO FORGET:

Don't believe what you see on TV.

I was so excited! After 9 years saving, I was finally able to contact Empire and get started on new carpets and living room/bath laminate. Everyone in the Bay Area has heard of Empire and knows their jingle from TV ads. Having seen commercials since childhood, I thought they were going to be wonderful.

AM STILL APPALLED AND STILL TRYING TO GET A REFUND OF MY DEPOSIT.

1. Don't believe what you see on TV:

Ads say ‘call for a free estimate today or visit us online for a free quote'. Technically correct but misleading:
You cannot get a quote online.
You cannot call and get a free estimate.
You cannot look at a samples.
You cannot review prices on any products or labor services.

Navigating the website, you'll find each link brings you back to a Calendar for you to select a date for an in person at home visit in the future. Calling has the same results.
THEY WONT HELP YOU UNLESS YOU HAVE THEM PHYSICALLY COME INTO YOUR HOME.

2. Sales Force/Estimate Experience:

The rep showed up with 2 sample boards: one for carpets and one for laminate. (That's an extremely limited option offering.) Turns our she had a van full of samples but only pulled those 2 boards, but I'm getting ahead of myself.

She was brash and unprofessional. Opening the door to a stranger, I extended my hand and she literally walked in and past me without introduction. (All right, I thought, maybe she's having a bad day or had to pee or wasn't taught manners - I let it go.) She gave a perfunctory hello, told me her name with so little care that I missed it, and asked which rooms to go through.

So now there's a mute, unnamed individual whom I've never met before, traipsing through my home, taking notes. She did not respond to until I offered her water. She declined.

When it came time to pick colors, etc., I was shocked to find the options were limited to one color range of six variations in the beige/brown family. Pushing for this one color and in one lower grade of carpeting, my assumption is that these were the least expensive and most readily available products on the market.

Finding nothing that appealed to me, she reluctantly went out to the van and pulled "an extra board of options she had from a special order visit made earlier that week" & proclaimed I was lucky she still had it with her.

I found one I could live with. Not ideal but with the "special order" board in front of me, I didn't want to go any further without getting a price point.

Here is where they get you: She told me she was giving me a break on the square foot pricing, with the specialty color, and a first time buyer customer appreciation break, and the outcome was a price I could afford. It was the top of my budget but I was getting such a deal right?!

She pushed and pushed, rapidly had me sign so she could make her next appointment and THEN she gave me dates they could start and it was a minimum of 3 1/2 weeks away.

3. THREE BIG LIES / LIABILITIES

I asked her a few basic questions that would help me determine if I could move forward with this deal.

#1: What preparation did they need of me.

Answer: they will move all the furniture But will not remove personal items. They will take care and they will provide clean up.

FALSE MISREPRESENTATION: when the two person crew arrived on day one, everything was out of the main rooms except for a few pieces too heavy for me to move by myself. Absolutely no personal items were on or around anything in these rooms, and even the baseboards have been removed in advance. Hopefully I can attach pictures.

#2. What if there is damage?

Pre-existing damage from water or other, unbeknownst to myself or Empire until removal of the current carpet and tile:

I asked this question more than once.

I received the same response of: that never happens. There has never been problem.l such as that and she didn't see any areas to worry about in her walk through. Don't worry about it. She's never seen it and it happens one percent of the time, if that. If it really came down to it, Empire would take care of it. Suggesting that Empire knew what to do and not to worry about it at all. No unforeseen costs or considerable delays would incur, regardless.

#3. SUBCONTRACTORS/3rd party labor

THIS IS THE DEAL BREAKER AND WHERE EMPIRE SHOULD TAKE ACCOUNTABILITY FOR THE POTENTIAL CLIENT HARM AND FRAUDULENT GOVERNMENTAL ACTIVITY

I asked if the crew coming to do the labor are Empire employees or are they hired as a third-party service provider?

Answer was a LIE big enough for me to consider a danger to society:

She responded that they are Empire employees. They are not hired outside of the Empire company. They are staff.

I asked her that directly once again: Are they staff? She said YES they are staff.

BIG LIE. They ARE subcontractors! This may not seem like a concern to those who are not familiar with 3rd party vendors but there is a lot to take into consideration.

I WOULD HAVE TURNED THE OFFER DOWN IF I HAD BEEN GIVEN THE CORRECT INFORMATION.

In a sentence or two here is how the company benefits:

For a large company such as this, they are going to find a small crew with the lowest labor fees and which are willing to be purchase the products out right and be reimbursed. This allows Empire to receive the benefit of a contractors discount. They are paying less for the supplies but don't have to be roped into using all of them. So the subcontractor will buy only as much as he feels it's absolutely necessary. If a change in product is required The empire contacts the subcontractor within a certain timeframe, whether the subcontractor received a change order or not, Empire only have to pay for the products actually used. The subcontractor for the costs of any items purchased I'm a stick or prior to changes. But that's not my concern.

That's between Empire and a subcontractor. Here's where I get upset: empire put me and my family at risk of potential danger, harm, or death.

Here is a short list of things to consider while agreeing to subcontracting work: and which is why I asked the question, and which is why I consider this company immoral, abusive, and a danger to others.

Subcontractors are free of a lot of requirements that actual employees of a company would be bound to. They also have the right to hire whomever they want to perform the labor for them.

Yes, there are multiple facets to the relationship but for the customer, the most concerning is this lack of visibility.

Are there background checks performed for each person on the job?
What about new hires?
Does it fall to Empire or is it done by the subcontractor?
What if the subcontractor simply asked a friend to help with the demo?
There is no way to follow up with or confirm the validity of background checks, if they are being performed at all.
This eliminates visibility to

History of violence
Past misconduct
Prior criminal activities.
Drug abuse
...etc.
... and this is per each subcontractor, their employee, or just a friend helping out.

To the lesser extent, there is no way to know the subcontractor past business conduct:

history of work product
history of fraudulent behavior
maintaining current code requirements

Putting me and my family at risk.

Upon discovering the use of subcontractors (and a slew of other things) NO WORK has been performed and I simply want to wash my hands if this and get my refund so I can get on with my life.

$1000.00 may seem like a drop in the bucket to Empire, but tell that to my 12 year old when I can't buy her an instrument for the school band or pay for a field trip to the zoo next year.

I do not understand the cruelty of taking advantage of people looking to improve their living situation, on a budget, and wishing to keep their family safe.

In 2018, we hired Empire Today to install a carpet in a large, 2-room basement area of the empty home we'd just purchased. The installers charged us $600 for new padding, but never installed the padding. They put new carpet over the old padding and kept our money. We discovered this the following winter, when water damage forced us to pull up a small section of the new carpet.

Empire informed us that the entire carpet needed to be replaced if we wanted to keep our warranty. This was a huge problem because the basement was now fully-furnished and contained over $50, 000 of fragile electronic equipment which would have to be moved. After a fight, Empire agreed to do the re-installation for free.

Since we didn't trust a carpet crew to move the very expensive equipment while they worked, we agreed on a 2-day installation. We would clear one room for them on day 1, then move all of the equipment to the first room, clearing the second room for them to work before they arrived on day 2. No problem.

They arrived on day 1 and completed the first room, but they didn't leave. The carpet crew proceeded to move all of that equipment themselves and finish the second room, completing the job in 1 day for their own convenience. I discovered this only when they were nearly finished. I yelled for them to stop but the foreman literally refused. It was very difficult to communicate with them, they spoke broken English or none at all. Frustrated, I resigned to let them finish the job.

The crew left our belongings in large, disorganized piles throughout the basement, some of which fell over and collapsed. I photographed all of it and notified the company the same day.

After several days of inventorying the mess, I discovered several thousand dollars in damages to equipment and furniture. The job itself was notably poorer than the first installation but that's the least of our concerns, and we're not allowing this company back into our home for repairs.

The company was completely unresponsive to phone calls and emails for weeks at a time. It's very important to persist throughout this period, which appears to be this company's standard operating procedure for claims and complaints. It's now been months and this company continues to deny any wrongdoing - but they've offered us a small monetary fraction of the damages "for inconveniences."

The crew has lied about their conduct and misrepresented the condition of our home in their photographs, using "after" photos as "before" photos (yet neglecting to provide both sets for us). We have photo proof to the contrary, of course, and this will be an easy case in court. But the negligence, fraud, theft and destruction for which Empire Today has been responsible throughout this 10-month ordeal has been tremendously frustrating for us.

Find a local crew for your flooring, stay away from Empire.

By far the worst customer service I have ever encountered. Administration staff - jay and christine are very unprofessional! Empire installed my laminate and carpet but materials were ordered incorrectly for my bathroom project and it delayed the project by 2 weeks. When the material finally arrived I could not get an install date so I cancelled my bathroom project. Even after I cancelled the project someone from empire came and installed laminate in my bathrooms when it should have been tile. The workers did not ask for me they just let themselves in as I had other people working on other remodel projects, this whole thing was a mess!
1) the material should have been tile to begin with not laminate; 2) the order was already cancelled; 3) the workers never even finished or remove the laminate as they realized it was a mistake and just left without saying a word! I had to pay another company to then remove the laminate and put down tile as originally planned. 4) empire used the material that was intended for the kitchen on the bathrooms and will not reimburse me for it! 5). This whole project was supposed to be financed and their business office kept hounding me to sign the contract and continue to threaten to send me to collections for not signing when none of my issues above have been resolved and i'm still being charged for materials and installation on the bathrooms that were never completed! Who in their right mind would sign or even pay for something that was never performed!

Do not ever go with empire, they are unprofessional, rude, incompetent, and by far the worse company ever!

As a loyal customer of Empire, I was very disappointed by the way, you dealt with my hardwood floor project. In January, the sales man from your store gave us an estimate. We were not ready to begin work at that time but after a few months we called again & Empire sent another sales man Harold Sheldon, who gave us an estimate, which was not in line with the original estimate.
Then we negotiated a price including the sub floor installation, which was recorded online, & I was assured as the final price. However, later, it was overturned because of Harold's interference with the original agreed price. We agreed on a price & installation was scheduled on Tuesday April 30th but they delayed 1 day & came with WRONG wood. By the time I have submitted an complaints to customer service. After waiting another 2 weeks, Empire sent new installers who did not know the plan of our floor & wanted to charge us extra! I have tried to calling and txted Harold never replied my txt or phone call. In the meantime, I had called customer service & requested compensation for my inconvenience & customer service reviewed it for several days & approved a credit, which was adjusted, & I had paid the agreed amount. After 2 days, Harold called aggressive & asking to me to pay the adjusted amount and if not threatening to send my account to collection. I called again to customer service and by the time they changed, the entire story and I paid the adjusted amount. Kevin the installer was excellent and took care of the installation with high marks. I would like to empire to investigate and would like get a written explanation what happened in here and if I were entitled to get compensation would like to get it

I would like to file an official grievance about a hostile work environment at Empire. I have been searching for the official Human Resources Number to file this grievance for over 30 minutes but cannot find it anywhere.

I have asked my local market manager for this information but she has refused to give it to me. I have been called "babe" "[censored]" and "hoe" by management. I was told by my trainer that sexual abuse was prohibited except by him. I have written evidence that I would receive "Empire dollars" that I have not received. I have been accused of many things with zero explanation or evidence.

I would like to file an official grievance for a hostile work environment and am looking for the Human Resource number in order to do that.

We were scheduled for both carpet and laminate to be installed today, 05/16/19. As the laminate installers arrive in the morning @8am. We were told by them that they are only the laminate installers and we will not have our carpet installed today. So as we had made all the appropriate arrangements (taking the day off of work, moving several items as stated in the agreement for the installers to work etc) we are now inconvenienced because supposedly the carpet will be installed tomorrow 05/17/19! As now we are having to take another day off if work as well as our kids not being to sleep in their bedrooms as planned! So we call our sales rep and he had told us that the gm will contact us as this is @10am. At 12pm the gm, j slade, finally calls and my wife answers and as he greets her he says this is the gm"what do you need?" so as my wife was displeased with his unprofessionalism, she puts him on speaking phone and asks us why should he apologize for our inconvenience? He also adds that we're going in circles in our conversation and still doesn't attempt to make things right! Especially an apology! He lacks professionalism, and speaks to you as if you below him! I find that it is a great disservice to the customers and your company!

I was so excited to have my floors done by them because I thought they were a reputable company that would do the job they promised to do. I received my estimate on 4.29.2019. Once we received issues with that I should've turned away. our initial scheduled estimate, the sales rep didn't show up and didn't call to let us know she wasn't coming. Customer service called us and told us that because she cancelled, they would give us a $250 credit. Once our sales rep actually came, not the one who was supposed to had come, he told us that he would not give us the discount because he had already "discounted" it enough as it is. He showed us something on his tablet but we had no idea what it was nor what it meant. He didn't communicate to us how exactly the process would work once everything began and promised us that it would be done during the weekend, as both my husband and I had to return to work on Monday. For one, they're charging upwards of $6000 and not even doing the job they're supposed to had done. I have 4 children, 2 of which has asthma, there's dust in places in my home where there shouldn't even be dust. they incorrectly taped off my home thereby allowing dust to accumulate all over my second floor, my children's bedroom, their clothing, their toothbrushes, my dishes, the food in my pantry and so much more! I'm so pissed about this entire situation. My floors were supposed to be installed over the weekend and here it is Monday, I had to take additional time off of work just for them to not show up AGAIN today! this is not how you run a business and this is not a $6000 job by far! they broke the molding on my wall, they cracked existing tile on my floor that wasn't being taken up, and they have not communicated to me by far in ways to remedy the situation!

The day that the team came to tear up my tile, once finished, they left my home without even telling me! they left my front doors wide open and by the time I came downstairs they were already gone and pulling off. This company is a joke and they exhibit horrible customer service. Both the manager, Brett, and general manager ( i can't recall his name) was extremely rude and not helpful by far. He spoke to me in a condescending manner as though i were stupid. They do not strive for customer satisfaction as I am very dissatisfied with how they do business. I requested at least a %10 discount since I have to basically clean everything myself in addition to taking time off of work due to this mess. I work for a living, have 4 children and cannot afford to take off of work due to Empire's lack of communication and poor customer service.

Teresita Soraire 11 Timberstar Street The Woodlands TX 77382 Customer Account # 1-18NAF93
I choose Empire Today as the Company to change the carpets of my townhouse taking into consideration that was a big and prestigious company. I trust on them because I suppoused they will be serious. I bought a new laminate floor too from them and I have to say that I am very happy with that part of the transaction. My problem is with the carpet. Two small bedrooms and a master.in the house just live one senior person without pets. That carpet was never installed properly.in three opportuities I asked the service because the carpet was not properly streched over the floor. Each opportunity the service stretchet that carpet and again and again the same problem re-occured. The last visit of the inspector, he admitted that the job was done improperly from the very begining. the installation manager told me that just the master bedroom is still under warranty but I have to pay $300.- to repair the mistake into the two small bedrooms. For something that was done wrong from the very first time? I think that the material was short that's why the stretching can't solve the problem. I am very displeased.
If I can't find a solution I will have to put a complaint with the BBB.

Last year in June 2018, I had your store install hardwood flooring in my den and carpet in one of my bedrooms. I noticed that there was discoloring on the hardwood floor in my den next to the wall. I called Empire and they sent out a representative to take a look at the floor. He told myself and my husband that there was water damage and that a section of the floor needed to be replaced. This was a week ago today. Since I did not hear from Empire, I called today and I was told the whole floor, 25x10 needed to be replaced because it might be more water damage and I would have to pay the entire amount. I told them to forget it. How did we know that water was coming in to the house? If this floor has a warranty, what does it cover. Rest assured, I will not use your store in the near feature. I will also be registering a complaint with BBB.
Virginia Johnson, [protected].