June 26 product ordered, down payment made. install date assigned for 14 days later. One day job. Living room, hallway, kitchen and dining area 587 sq ft LVP installation along with new baseboards that I paid for.
Never received a copy of my contract.
Installer called on July 10 he had one stop then would be there. He came in with a helper and had to contact his boss because there was "too much furniture to move" - I paid him to move it.
ripped all of the carpet up was supposed to paint the sub floor with Kilz - no notation on the contract. I went to Lowe' purchased it - paid him to paint is since Empire wanted $700 to put down the paint that I purchased on a hallway that is at most 15 feet long by maybe 4 feet wide - 60 sq ft.
put the LVP on the kitchen and dining area. left for the day
Returned on July 11 for day 2 of the one day install. I asked about the baseboards. He did not know anything about them. I said that I paid for them. Called his boss - they did not have them
so he installs the rest of the LVP but none of the finish work is completed at the end of day 2 - of the one day job.
July 13 - day 3 - no installer, no phone call no return email
so I called my sales rep, Steven Erickson, thinking maybe he could help me - well that went no where.
July 14 - day 4 - no one again so I call my sales rep again and he says didn't my boss call you? No I said that I wanted to know when someone was going to come and finish the job. and he had the nerve to say,
"WE GOT YOUR MONEY" That was it, whatever faith I had was gone.
I was finally able to talk to someone in Indianapolis who was going to contact the contractor for the job. He did call me and told me that they told him that the job had to be completed by Saturday.
At that point I had had furniture and boxes sitting all over my house since Sunday, July 9th and this was going on Saturday, July 15th. I was unable to sleep in my bed for 6 days.
On Saturday, July 15th at 9:40 I called the contractor to inform him that I had not heard from nor had I seen anyone that morning. He informed me that the installer was there picking up supplies and would be over shortly. He arrived within an hour.
Not all of the baseboards were replaced and the majority of the quarter round was not used. So I do expect a refund for the materials that were not used and the labor that I am sure I was charged for by that wonderful sales rep who was so quick to inform me that WE GOT YOUR MONEY. I do plan to file a complaint with the Better Business Bureau. after reading this site, I am tempted to contact an attorney to file a class action lawsuit. This has to be one of the worst experiences I have ever encountered. I have sent repeated emails on your customer service site where my email is required. You have my phone number but yet no one, and I repeat NO ONE from Empire has contacted me to this day, July 17, 2017 about my one day job that took 6 days. I have yet to receive a copy of my contract, or product information and care instructions.
A simple phone call or email would be great.
I learned a long time ago it is better to let people know that there is a problem and that you are working to solve it as opposed to keeping them in the dark. Because people by nature are afraid of the dark.
Should you want to contact me, my email is SuzeQSez@aol.com
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
We sense your frustration and sincerely regret to hear that this was your experience. We'll be following up with you shortly to discuss your concerns and start working towards a solution.
I was contacted by a representative from Empire and the issues were resolved.