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Empire Today
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Empire Today
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10:14 pm
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Empire Today - Installing of vinyl flooring

Salesman: Robert (346) 434-6964

April 29, 2021

Agreed to product material, line of credit, $1,500 and approval of special promotion.

Robert told us the installer would remove any existing flooring clean floor and remove trash. None of this was done, my spouse, Wilbert and I informed the installer of the installation instruction we received, but the installer informed us that the old flooring would be used as a buffer and was needed. job completed in about 3 1/2 hours.

June 11, 2021

Called to report a problem with buckling and was provided a reference # 1 5333 143 167. and to expect a call with a date for an inspection.

Problems:

Kitchen, den and hallway have areas where the floor is buckling.

The glue used to secure to doorways should be replaced as it is not secure.

January 25, 2022

Spoke with Jody who again provided a reference # 1-595-283-4896 and said she would call me back with a repair date.

February 9, 2022

Inspector

upon entering my kitchen/den door the inspector went into the WOW mode and indicated everything need to be replaced, he could clearly see the problem. and a date for repairs would be scheduled.

I later received a call from Daniella (281) 667-4660 at ext 4780 telling me that the floor must have had water and that created the buckling and other problems. I then spoke with Turk the installation manager at 866-588-2317 ext 2331 sometime in March during Spring break who informed me he was going on vacation but he has given the case to another rep who was aware and would get the job done.

Now, no action has been taken, I continue to make monthly payments of $125.00 and i am now only receiving voice mails, no one is answering my calls.

Please assist with a resolution.

Wilbert & Elma Green

3819 Prudence Dr, Houston, Texas 77045

(713) 434-2821

Desired outcome: I would like the complete job replaced correctly as promised.

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6:23 pm
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Empire Today - Carpet and pergo flooring

It's been 3 years since they came out and did my floors they never remove the old flooring the quality was terrible the company finally came out after numerous complaints to check out the situation and took no responsibility whatsoever they actually told me that I would have to pay them all over again to change out the floors imagine after paying $10,000 they're not willing to change your bubbled floors terrible company would never recommend them nor use them again I can't believe they are even still in business after all of these years

Desired outcome: When they finally came out a few months ago I assumed that they would definitely be willing to change out the floors that they gave me that were garbage

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Empire Today - Laminate Floor Installation

6 May Empire sub-contractors installed a very nice looking laminate wood floor, unfortunately the installation lacked the craftsmanship one would expect after the sale. Basically, they pulled up carpet and in some rooms applied self-leveling albeit poorly done. I phoned Empire and they scheduled a inspector to come inspect the work at my house and stated the rooms would be corrected even after installation of the flooring. The day the inspector was to arrive I received a phone call from the initial installer stating he was on his way. Why would I want the individual who applied the self-leveling poorly to inspect his own poor work? I phoned Empire and stated I wanted a manager to contact me so we could discuss the problem. Come on Empire, really, you provide great products for installation but then your sub-contractors do poor jobs and then send the same person back to inspect their work. No, this is poor service after the sale. I expect a manager to inspect the discrepancies and have a reliable sub-contractor complete the work, not the same individuals who did poor work from the first installation.

Desired outcome: Inspect floor with Manager, correct self-leveling.

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Empire Today - Horrible Service and Communication

I had 3 different order. The first was wood placed in my living room, up the stairs and down the hall. 3 different installers came to do the job. The second was tile and when the tile was installed he had to remove the transition and in doing so he damaged the wood in the living room and didnt finish installing the quarter rounds because he didnt pick up the correct parts. The Third was a small section of wood install in the foyer to blend in with the living room. I have had to call several times to have them fix the wood that was damaged in the living room however no one will begin to fix it. They sent out the tile guy that damaged it 2 times, he said he doesnt do wood and dont know why they keep sending him. They sent out the foyer guy 3 times(originally when he did the foyer install) and he said he won't touch it because it wasnt his original job. As a consumer I should not be concerned with who does what. To me it is all the responsibility of Empire Today and sub contractor or not, to a consumer you are a representative of Empire Today. At this point I dont care if you get the janitor to come fix my floor as long as it is fixed with a level of care and accuracy as a consumer should expect as a paying customer! I paid way too much to have to now be the project manager of this job and vetting and scheduling who should be the one to complete this fix! I had them install tile and carpet in a previous residence with no issue. If I had known the level of quality and service had declined so greatly I would have taken my money elsewhere!

Desired outcome: Fix my floor and give me a discount for the trouble.

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10:40 am
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Empire Today - Carpet install

Came to estimate job 3 weeks ago for job to be done on 5-13, they have called to confirm appt 5 times per day, i finally called and confirmed the appt. I took the day off work they were suppose to install between 11 and 3. They text my girlfriend and told her they were not coming because they couldnt confirm appt. I called to speak with a supervisor and they said it is to bad that it come to this and i tried to get a refund and cancel all business to hear in the end that my deposit is non refundable. Stay away from these crooks, they advertise cheap prices until they show up and all you hear is excuses about the advertisement they have. Priffesional crooks, will never do business with this shady company. Now iam at there mercy if i dont want to forfeit my 800.00 dollar deposit.

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7:46 am
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Empire Today - Carpet

Less then a year ago I purchased carpet for my master bedroom. I told the salesman that I did not want carpet that showed streaks when I vacuumed. The carpet that was installed showed lots of streaks but I thought in time it would look better but looks like a cheap piece of carpet. I don’t know if you can replace it with what I asked for but I just want your company to know that I am not a happy customer. Thank you for listening! Mary Ann Ekasala

Desired outcome: If possible I would like to pick a new carpet that does what I asked for!

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3:24 pm
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Empire Today - Incorrect Order

I had an initial appointment with Empire today on 04/21/2022 to come and help me pick out what flooring I wanted to be installed in my home. The appointment was scheduled between 1300 and 1500. The representative showed up on time. We spent approximately 4 hours between him measuring the room size, picking out which floor I wanted, and working up quotes for the floor. He showed me different hardwoods and carpets. I pick out what I want. He calls and asks an installer about the carpet in the enclosed patio area. They told me they couldn't do it and had me decide between the tile. We picked out umber old town and oasis Marbella for the outdoor patio. He scheduled an appointment for them to come installed on 4/23/2022 between 9 am and 12 am. At 12:26, I called three times before I got in touch with a person. She got ahold of the contractor and stated there was a language barrier. I am going to call you back. At 12:41, customer service called me back and said the contractors got held up at a different job and needed to reschedule. On April 25, 8:28, management called and left a voicemail apologizing for the weekend. At 9:51, she called back to reschedule the appointment for Thursday, April 28.

7:28, the installer calls and says we are on the way. Two Spanish-speaking gentlemen show up and ask me if this is what I am getting installed I say yes. He shows me the tile and the wood. I lead him to the rooms, and he goes to the patio and states he can not do time on the patio because the floor is uneven. He calls and tells the management of the problem, and they go back and forth with text messages and calls. We decided they would level the floor that day and return on Thursday. Later that day, he realized that wouldn't work because the tile does not expand and contract. So oasis could not use that material. I get a quote of $500. The gentlemen get to work. When the job is down, I ask for the box if I need to replace the hardwood. The installer says to me this material is better than the one you picked or something along those lines. I looked at the box, and it was different in color was other than what I was requested and leaves. So I immediately get on the phone, trying to get on the phone. I called 14 times before someone picked up the phone, and I was able to put in an inquiry. They told me someone would reach out on Friday. I Did not receive a call on the 29th. I called on April 30 at 10:07 and was told someone would call me, in her words, "throughout the day." I received no call. On 5/02/2022 at 8:56, Empire called and asked me about putting carpet on the patio, which they initially told me they would not do. I explained to him about the hardwood in the room he stated he didn't know anything about this.

At 10:26, another manager called and placed all the blame on me. Saying this was my fault, and I needed to pay to have the floor removed and pick another bed to install. I said I had already chosen the floor, and your contractors decided they would do what he wanted to do. I hung up because I wasn't getting anywhere with her. I have a signed contract for the material and umber old town and oasis. Neither of these floors I picked was installed, and the price is 300 higher because the guy stated the manager would have to sign for the reduction. This was a cluster working with Empire Today. I will never use them again and advise others the same.

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1:45 pm
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Empire Today - Crew members steeling property and Lying

On April 4/11/2022 the empire crew which didnt speak english urinated all over the floor and they never flushed the toilet after using it leaving feces and urine in it. Right before they left around 5pm the main guy asked me when he would like him to return to finish I told him I will be ready for him in the morning on tuesday. He was concerned there were items in the rooms still... We had the entire house re floored so they needed to finish an area so that the items could be moved out which he then went behind our backs taking pictures of our private bedrooms and our property without asking. Those pictures were then sent to my mother and they began harassing her to make sure the rooms were empty for them. So the main guy tells me he will be back tuesday morning at 9:30 and leaves. Monday I spent the entire night without sleep moving everything for them to be ready at 9:30am I even called in to take off work monday graveyard shift to accommodate them and then they never showed up tuesday for work and later in the afternoon trying to figure out where they are the empire person said the crew members called us and told us they weren't coming until Wednesday then began to berate my mother with a condescending attitude and comments about playing phone tag when there was never even a single call from them! So Wednesday morning they come and my top dresser drawer had some power tools in it and they stole the drill that was ontop and easiest to grab! I had seen it earlier in the day and used it that morning before putting it away in my drawer. I complained to their website complaint contact on the 14th or 15th and never received a response. I am tempted to go to the police on the matter for them allowing these thieves into my home! Thats just what I know that was taken who knows what else went into their bags. They also threw away stuff that had nothing to do with their project and we now have to spend money to replace it. We payed around $15,000 ... We did not get our money's worth even the trim around the doors is all messed up from them not caring about the cuts they make.

Desired outcome: Paid for the STOLEN power tool, and make accommodations for costing me to take days off I didn't need to so I could accommodate them. Reimburse for moving my own furniture back.

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1:42 am
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Empire Today - cancellation of service, no one is available

I have a contract service for carpet installation on 4/23/22 however I need to cancel as I have an offer to my house that we will not need carpet replacement. This is on the 3rd day (4/26/22) that is allowed for me to cancel. When I called the customer service number 1800-588-2300 which is on their website says 24/7 availability, it says it's close and my call was cut immediately afterward. I called multiple times and I got the same result. I also called another Empire today contact #1844-974-3647 I was also cut off as no one is available to take my call. I did chat a chatbot and allowed me to send an email about this cancellation. Why should a company place 24/7 available customer service on the website but no one is available to answer you.

I hope they respond to my email of the cancellation.

Desired outcome: cancellation of service make sure that customer service is available

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11:38 am
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Empire Today - Hyjacked for additional plywood during the installation and it was not needed

We ordered laminate flooring for dining and living room area, our home is small. While salesman was here he pulled back the carpet in the corner of dining area to see what was underneath, salesman said we needed to pay for 1/4 inch plywood to be installed in living room area to make it the same height, that charge was $ 876.00. They came Tuesday 4/12/22...

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7:10 pm
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Empire Today - Having trouble cancelling my contract for carpet purchase and installation

On April 23rd, 2022, a salesperson came to my home to give me a quote. I told her I didn't want to sign a contract because I had two more quotes to look at. She said, no problem, you have three days to cancel. The problem is they don't call back. My spidey sense told me not to sign, but I did. Long story, short I found a better deal and it is nearly impossible to get out of a contract.

Desired outcome: I would like the contract to be canceled by 4/27/2022

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Update by Sheenalena
Apr 26, 2022 3:19 pm

UPDATE: The contract was apparently canceled, but they do not send a cancellation notice. What reputable company does not send cancellation notices? Hmmm.

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2:58 pm
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Empire Today - Flooring installation

My original install date was 4/4/22, received call that selection was out of stock, after submitting substantial deposit. Ok was told if I could wait 2 weeks for the order to come in, I agreed. Then I get call for new delivery date, 4/18/22. The customer representative said I would receive a call on the morning of the day of delivery,giving me an a.m. window or a p.m. window, I have not received either, I again call customer service to see what is the problem, I was told that there is an 8 hour window on insta lation, which is utterly outlandish and inconvenient to the customers, it is now ,3p.m. and I am still waiting, I will be more cautious on the future when dealing with this company if ever again In the future

Desired outcome: I would like some type of gratuity off my long awaited order, and install which I am still waiting on

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1:11 am
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Empire Today - Installed wrong flooring

Empire tried getting us to pay more stating it needed luan. We refused and they showed up. To back up we had shower leak and soaked the bedroom floor on one side, after removing part of the carpet we realized it had been leaking for a while as mold was on floor and wall. So to state my girlfriend was stressed wouldn’t be an understatement, as I wa...

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11:49 pm
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Empire Today - LVP Laminate flooring

11 months ago I had Empire today come out to my home told them what I needed explain to him why I needed what I needed they recommend the LVP flooring said it was waterproof when it would stand up to scratching and things like things like that 11 months later I noticed the floor buckling like it wasn't laid down properly and then I noticed some bubble in my kitchen floor took 3 calls for them to call me back to send someone out to review it then they called me and said that it was a defect in the home that caused it said it was due to humidity Don't understand why the man who came to sell me the floor did not check the humidity level in my house to see if it was be a perfect fit or not but now They are sable that ithat is humidity in my home that caused the defects they wanted to charge me $800 to fix the $8000 package they sold me I think it's poor customer service and I think the floor should be repaired under the warranty which is a one year warranty for installation and a lifetime limited warranty on the material

Desired outcome: The desired I'll come I would like to see is to have the floor repaired at their cost not mine

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Empire Today - Flooring services

Under no circumstances do not purchase anything from this company. Biggest crooks I have ever had to deal with. Look on Facebook under Empire Flooring to see more and more complaints. We had a sales rep come to our home, gave us a great song and dance about Empire and we agreed to purchase flooring from them. We were told we could purchase the flooring...

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2:08 pm
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Empire Today - Carpet

I buy my carpet for my upstairs bedrooms and hall way 3 years back with 10 years warantee and with in a year carpet start to have caps and look so bad since last year I am calling them and every time nobody take any action and just forwarding the complain here and there we are so upset and recomment evry one please dont buy any carpet from this worse co in USA

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5:50 pm
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Empire Today - Installed brand new carpet in 2014!

My wife and I purchased Carpet, Laminate wood flooring, and Tile for our Condominium before we moved in. It is only my wife and myself, we have no children, and no pets…and yet we have two (2) wrinkles in the carpet, we did almost 4000.00 of work with Empire Today. The first time I reached out too Empire Today, they actually gave me a service number. No one every called me. Then Ms Mary E. Steele reached out to me after almost a year goes by too tell me they cannot stretch our carpet they installed because it’s too old, she said the material Empire Today uses could not withstand the stretching of the two (2) wrinkles!

Desired outcome: I want our wrinkles removed.

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Update by Alex J Hall
Apr 14, 2022 4:01 pm

When are we going to hear back from you people. I guess I will have take my concern to the BBB!

Update by Alex J Hall
Apr 09, 2022 5:54 pm

We also bought all new wood window blinds from Empire Today! And We’re having a difficult time with customer service to remove 2 wrinkles from our carpet, both are right next to transition strips.

Update by Alex J Hall
Apr 07, 2022 2:48 pm

This is our Account # 1-NQCRDP. Also attached is our Contract # 007FABH324.

Thanks

Update by Alex J Hall
Apr 07, 2022 2:45 pm

Hello, This is our Account # 1-NQCRDP as well, this is our Contract # 007FABH324.

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2:40 pm
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Empire Today - Customer Service not provided

My husband and I had engineered flooring installed by Empire Today on May 19,2021.Around the end of Dec. 2021 I notice black spots , one in the foyer and several in the living room.After the holidays I contacted Empire customer service to get someone out to look at the problem.I also called in March 2022 and was asked to take pictures and I did.Her response was it looked like moisture,I never had problems with moisture,but it did rain on the day the floors were installed.I am so disappointed and angry with customer service.The reference# is1-5964515942. I use Bona for cleaning. Thank you

Desired outcome: I would like for the damaged areas to be replaced.

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Empire Today - Product and service

We had vinyl flooring installed from Empire Today. We started this process last October. The crew came out put new floor on top of old floor. We had to have white quarter round because it was the only color he had on his truck. The salesman told us we wouldn't need quarter round but that was wrong. After the crew left, the next day the floor had a rip in it...

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4:00 pm
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Empire Today - Window blinds

The blinds we ordered will not go up or down and I am not able to get anyone to return my calls. I was able to speak to three people within a month. With a promise that someone will define get back to me. NOTHING. I was finally told

that Empire no longer services blinds. They referred me to GRAYBER. Still nothing. Does anyone have any suggestions?

Desired outcome: Fix my blinds

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