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Incompetent installers and terrible customer service
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Feb 4, 2008 Empire Today complaint by BMike |
I went to the Empire Today website and was impressed by their customer service awards and next day installation at competitive prices. I called them out for an estimate and the sales rep talked on and on about how their installers are experienced and they work for 100% customer satisfaction.
We hired them to install laminate flooring in the entryway, kitchen, and two bathrooms. When the installers arrived, they didn't have the tools or materials needed to do the work. The head of the crew went back to HQ to get the supplies; meanwhile the rest of the crew began tearing up the old flooring using my tools without my permission. They used my putty knives and screwdrivers in a fashion they were not designed for. When I noticed this, I asked them why they were using my tools and not their own, and they told me they were working on wood floor yesterday and didn't have the tools they needed, which didn't make any sense. A few hours later when the head person came back, I asked if I would be reimbursed for my tools, and she said yes.
The project was supposed to be done at 6:00pm on the first day, but they weren't even half done so they came back the next day to finish. I wanted them to finish on the first day because I wanted to inspect the finished work before they left, but since they had to come back a second day, I had my wife watch them. When I got back from work it was about 11:00 pm and I was tired. I asked my wife how it went and she said fine, but pointed out a few notes they left me. For starters, they didn't finish the borders on the flooring because the carpet installers (who we were getting through Home Depot) could roll the carpet to the edge. This seemed fishy since Empire Today's laminate flooring isn't glued to the floor. Without the borders what would hold the tile in place? Next they told her that we could caulk our own floor because in their opinion the grey caulk provided didn't look good and brown caulk would look better.
They were also supposed to reinstall the toilets but told my wife she'd have to go buy the wax gaskets herself. The water supply line to the icemaker in the fridge wasn't hooked up because "it wouldn't fit", the cabinet in the kitchen wasn't reattached to the wall, there were holes in the walls in the bathrooms, and the trim that they put up didn't line up at all. The list of problems goes on and on.
They were supposed to come out the next day to reinstall the toilets, and I figured I'd point out all their mistakes when they came back. Problem is, they never showed up. We waited all day in an empty condo (we are waiting for all the remodeling to be done before we move in) with no toilets and no running water, and we called them repeatedly and they assured us they were on their way, but they never showed up. As evening approached we called Empire Today's customer service and told them what had happened and they said they could send someone out on Monday, four days from the call.
We've waited patiently and now Monday has arrived and the manager who is supposed to come by hasn't shown up and when I called they said he's not in his office. I asked for his cell number, and they said they can't give out that information.
This whole situation has been a huge headache, and I'm so pissed now that it's going to take a lot for them to make it up to me. If you're thinking of getting any flooring or window treatments done in your house, don't use Empire Today. They will treat you like a piece of crap.
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1. Written by Annie, on 03-06-2008 19:12
 This reminds me of the house cleaning people I tried out one day. They wanted to use 'my' cleaners. And the dust broom for ceiling webs got tapped into my carpet!  It just boggles my mind how some people do their jobs.  Im a nurse and Id like to know how people would feel if I use a wash cloth on their face that I had picked up off the floor! Or how would you like to be in pain and call for your medicine and be told, "I'll look into that and get back to you". Then never show up! Come on people!! We all need each other in some form or another so just do what's right and do your best! And remedy problems as quickly as possible. And do it nicely or get a different job or take a vacation.
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2. Written by Sam, on 28-05-2008 11:37
Empire today ***! They can write back all they want.
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3. Written by Ronald Scott, on 24-03-2008 11:08
I didn't find any rebuttal from Empire. It's easy to slam someone when they can't comment back. Unl;ike others, I don't make a decision by listening to only one side of the story. Where can I see Empire's remarks on this customer?
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Consumer Forum is another great place to discuss consumer concerns NOT RELATED to this article. |
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