This company is an absolute joke! We had them start an install October 2018, it took the guy three days to complete roughly 680sq/ft. Once he was finished we noticed immediately, within a week, that the flooring was starting to lift in several places and many of the cuts were way too short where they should've been covered by baseboards. As well as the stair nose edge that was originally done in the wrong color.
We called numerous times until finally we got a supervisor to come out and take a look. She agreed that the job was terribly done and promised she would send him out to fix the problem areas. The installer came out, only fixed a few places of lifted flooring, didn't fix the pieces that were cut too short and brought out the wrong stair-nose color again.
Once again we talked to the supervisor and she said they would send someone out. That day came and went without so much as a phone call to inform us on why they didn't show. We call back to let them know and only then do they inform us that the piece was on back order but they would come out as soon as possible. About 2 months later we called to see when someone was going to come out and scheduled a day/time. Again, that day came and went with NO CALL/NO SHOW! We sent a text to the supervisor and she said they would get us on the schedule AGAIN... You guessed it ONCE AGAIN no one showed up for the scheduled day or time and no one called or returned our calls!
We sent yet another text message to the supervisor and now she's telling us, "oh well, I don't know if what we have is going to work for your floor." Um... how do you not know?! YOU came out and looked at it yourself and put us on the schedule 3-4 different times, knowing the situation, telling us it was on back order and you finally got the right one, knowing we've been stood up numerous times, but now all the sudden you don't know if what you ordered is going to work... makes absolutely NO sense to us whatsoever. You can't speak to anyone who knows how to do their job or take care of business, but you can sure get them to call you a million times to see if you're ready to install MORE flooring! Nope, not a chance. I'm so disgusted by this company and they way they operate. I regret choosing Empire 100%! I honestly wish that this junk would be taken out and you cancel and refund because it's such a joke! It's unfortunate because we wanted them to do the remaining 1800sq/ft but after this disaster I wouldn't dare. I guess we should've read the reviews on Empire before choosing to go with them but we didn't and now we are stuck with shoddy work from an unreliable company that doesn't stand behind their product at all! They can sure push their sales on you but once they have you on the hook- the care stops there! I would hands down, never recommend this company and we WILL be filing a complaint with BBB and leaving reviews that reflect the treatment and work (or lack thereof) that we've received.
We given more opportunities than not, to have the situation resolved but it's apparent making they have no desire to do so.