Do you think Empire Today, LLC is not playing fair? You have rights under the law and we can help you at no cost to you. UDAAP is an acronym representing laws that prohibit Unfair, Deceptive, or Abusive Acts or Practices in the context of trade or business.
THE BEST PART IS…
If Empire Today, LLC violated the law, you may be entitled to money damages and Empire Today, LLC will pay our fees and costs. You won’t owe us a dime for our services. Plus, some of our clients also receive debt relief and cleaned-up credit reports. You have nothing to lose! Call us today at 312-300-5996 for a free consultation.
What is Empire Today, LLC?
Empire Today, LLC specializes in flooring solutions. The company has been in business since 1959 and has been accredited by the Better Business Bureau since 1974. Empire Today, LLC offers its business in 75 metropolitan areas across the US.
Empire Today, LLC provides flooring options as well as other home products like blinds and shades. The company is headquartered in Illinois.
Empire Today, LLC Address, Phone Number, and Contact Information
Regional Distribution Center
333 Northwest Ave
Northlake, IL 60164
https://www.empiretoday.com/
+1 800-588-2300
24/7 Customer Service
Delayed Flooring Services
Consumers reported Empire Today, LLC for its delayed services. Complaints detailed the company’s incessant rescheduling. Numerous clients have had to spend hours on end on the phone to initiate and finish their flooring work.
Unprofessional Laborers
Clients also lamented about Empire Today, LLC’s flooring workers. According to complaints, some had started working only to leave their homes in disarray with less than half of the work done. Others apparently had refused to do the work entirely claiming low wages from Empire Today, LLC.
Refund Issues
Due to their dismal service, many of Empire Today, LLC’s clients have opted to request refunds. According to complaints, the company has been incredibly elusive in transacting with consumers during and post services. This has made the refund process difficult as getting in touch with them has been close to impossible.
Lousy Customer Service
Empire Today, LLC’s customer relations have been below standards. Consumers were critical about the company’s service at all phases, narrating scheduling errors due to vague communication and general poor flooring service. Even with complaints filed against Empire Today, LLC with the Better Business Bureau, the company’s services have remained subpar.
Unfortunately, late service completion, unprofessional laborers, schedule issues, and poor customer relations complaints are just the beginning for Empire Today, LLC. The company’s customers are left wondering what options they have regarding their consumer rights.
We Fix Complaints When Customer Service Won’t
Has Empire Today, LLC used misleading sales tactics? Have you received poor service? Do you have complaints with billing? Do you want customer service at Empire Today, LLC to listen?
A lot of Empire Today, LLC Corporation customers aren’t happy with their service and the Better Business Bureau lists 1,687 customer complaints against the company in the past three years, including complaints for billing and collections practices, problems with a service/product, advertising and sales, among others.
If your complaints haven’t been heard, we can help. At Agruss Law Firm, LLC we help customers who have been mistreated by big companies–much like Empire Today, LLC–and we turn your complaints into resolutions!
We’ll not only file your legal demands with Empire Today, LLC, we’ll negotiate with the company. If your claim isn’t resolved through these negotiations, we’ll work through the legal process that is outlined in your Empire Today, LLC contract, which is typically arbitration.
Agruss Law Firm, LLC gets results–including zero balances, refunds, and other compensation.
Here’s How to Make Big Companies Listen
It can be frustrating when you rely on a service and don’t get the results you’ve paid for. Big companies make mistakes every day and not only is it their fault, but it can also cost you money, time, and leave you with big headaches.
Have you tried calling Empire Today, LLC to address an issue, only to be told that the representative has no authority to do so? Or maybe you’ve tried talking to someone higher up in the company, only to be ignored, dismissed, or they take too long, continuing to waste your precious time. Maybe you’ve sent an email to the company which only resulted in a prefabricated response or they never follow through with what they’ve promised.
When you’re limited in your choices for service providers or you’re locked into a contract, what can you do?
Fortunately, you do have options.
Use Arbitration to Settle Your Complaint
Most companies like Empire Today, LLC have an arbitration clause in their contracts to prevent being taken to court for traditional litigation. This is actually an advantage for the consumer. When you request an arbitration hearing, an independent third party (the arbitrator) with knowledge of the type of situation involved will listen to the facts from both sides and make an impartial, binding decision. Empire Today, LLC will have to do a lot of work and there is no guarantee that they will have a successful outcome.
Arbitration is Fast, Inexpensive, and Private
Arbitration with Empire Today, LLC is conducted through the American Arbitration Association (AAA). According to the AAA Consumer Due Process Protocol, arbitration through AAA will comply with their Statement of Principles, which includes:
- The process is fundamentally fair – All parties are entitled to qualified, competent, impartial arbitrators who will conduct a fair hearing.
- You get access to all relevant information – This includes reasonable costs, confidentiality, reasonable time limits, and meeting times and/or locations that are agreeable to both parties.
- Transparency – AAA provides clear arbitration agreements and the ability for each side to hire their own representation.
- Just process – Arbitration allows the arbitrator to award the same relief as traditional litigation in a binding decision.
- Alternative to arbitration – Mediation and the ability to take the case to small claims court should be available in some cases.
Arbitration Gives you Control and Leverage
When Empire Today, LLC is alerted that you plan to pursue arbitration, they know it will cost them money out of pocket. Not only do they run the risk of losing the case, but they will also pay for their mistake(s) and the arbitration itself. This gives you more leverage with your demands.
If Empire Today, LLC doesn’t meet those demands and you have a real complaint, Agruss Law Firm, LLC can help by representing you in arbitration where you will get a fair, just, and transparent hearing.
Control and Leverage Triggers Faster Settlements
Large companies like Empire Today, LLC don’t like the uncertainty and loss of control that comes with arbitration. Not only do they lose the advantage in the situation, but you’re also on equal footing with them in the eyes of arbitration.
The first step in taking on Empire Today, LLC is to formally raise your complaint. The lawyers at Agruss Law Firm, LLC can help you to do so. We will send a letter of demands to the corporate offices of Empire Today, LLC, letting them know that you’re ready to begin arbitration if a satisfactory resolution is not achieved. Typically, this is 30 days, but it will depend on your specific contract with Empire Today, LLC.
Approximately 50% of cases will settle before proceeding to an arbitration hearing during this time. However, if Empire Today, LLC doesn’t offer a reasonable settlement within the appropriate time frame, the next step would be filing a case with AAA. Agruss Law Firm, LLC will not only put together the necessary paperwork for arbitration, but we will also help you take the next steps in the arbitration process.
UDAAP and Arbitration
UDAAP is an acronym representing laws that prohibit Unfair, Deceptive, or Abusive Acts or Practices in the context of trade or business. This includes misrepresentation, deception, false advertising, or false promises. These laws emerged following the Dodd-Frank Wall Street Reform and Consumer Protection Act that was enacted in response to the 2008 financial crisis. The ultimate goal with these laws is geared towards protecting consumers involved in financial transactions, educating consumers on their rights, and allowing them access to information and resources to best inform their decisions.
UDAAP laws are regulated by two organizations, the Consumer Financial Protection Bureau (CFPB) and the Federal Trade Commission (FTC). The FTC expanded the initial UDAAP laws in 2004 to include unfair and deceptive acts and practices. Some standards for unfairness, in particular, include if it causes or is likely to cause substantial injury to consumers, the injury is not reasonably avoidable by consumers, and the injury is not outweighed by countervailing benefits to consumers or to competition.
Every state has UDAAP laws, which can vary widely. However, the lawyers at Agruss Law Firm, LLC understand these laws and can use them to get compensation for deceptive practices, representing consumers throughout the country in cases of arbitration at no cost to them. The company will not only pay the consumer, but they will also pay my fees as well. The consumer will never pay me a cent.
If you’re dealing with an issue with Empire Today, LLC, you might try filing a complaint with the BBB or the customer service team with Empire Today, LLC. Unfortunately, these avenues won’t always lead to a successful resolution for you, the customer. Instead, you may want to consider an experienced arbitration lawyer to take on your case.
Arbitration is a very useful tool for resolving disputes, and Agruss Law Firm, LLC can help. With our expert guidance, we bring the big companies to the table and provide the support needed to get your bills corrected, credit reports fixed, improper fees refunded, and more. Let us pick up the sword for you; you have nothing to lose.
How Do I File a Complaint Against Empire Today, LLC?
We will use your state’s UDAAP law to file a complaint in Arbitration on your behalf at no cost to you. UDAAP laws include misrepresentation, deception, false advertising, or false promises. Under your state’s UDAAP law, you are likely entitled to money damages for your actual damages. Plus, the other side will pay our fees and costs. You will not pay us a penny. These laws emerged following the Dodd-Frank Wall Street Reform and Consumer Protection Act that was enacted in response to the 2008 financial crisis. The ultimate goal with these laws is geared towards protecting consumers involved in financial transactions, educating consumers on their rights, and allowing them access to information and resources to best inform their decisions.
People, First
We are proud to serve consumers in arbitration cases. We see you as a person, not just a client – and that makes us better at the work we do. We listen. We learn your story. And, as we help you get the money you deserve, we go above and beyond in a way most law firms never could and never would. Because we’re not just lawyers. And you’re not just a client. We’re friends, neighbors, family. We’re all people and here at Agruss Law Firm, we put People, First.
Share Your Complaints Below Against Empire Today, LLC
We encourage you to post your complaints about Empire Today, LLC. Sharing your complaints against this big company can help other consumers understand what to do when they have problems with this company. Sharing your experience may help someone else!
Submitted Comments
Empire Today never completed the job and the installation was poor. The stairs are a hazard and they didn\'t send anyone to repair or finish the job. I disputed with Wells Fargo and the balance went to zero. Now over a year later Empire sent my account to a collection agency. I tried numerous times and have many emails documenting the entire horror show that is this terrible company. I have taken time off of work only to be stood up and no one coming to fix the issues. I gave a sizable deposit and just want my money back and they can come a unistall the crap floors they laid. I shouldn\'t be billed for something that was done incorrectly and incomplete. Please help
Installation issue in two separate areas of the home (laminate flooring). 1 small area and a larger area (kitchen). Flooring is warping, gaps between sheets (Separating and buckling). Initially Empire took responsibility that it was an installation issue. When the installers arrived to repair, they stated that the floors cannot be repaired and that they needed to be replaced. When the installers reported back to Empire, Empire decides to send an inspector. Inspector stated at inspection that he sees no moisture issues from our concrete slab. Empire wants to compensate by replacing the small area at no charge but we have to pay another $1400 for the kitchen to be replace but only after we remedy the high levels of moisture in the concrete slab in the kitchen. I began to ask customer service relevant questions pertaining to their decision and conveniently their computer was not working properly. I was supposed to get a call back the next day, and I have yet to receive one. I have researched the issue on my own and there are many questions but there are also facts that contradict their decision and plenty of instances where they have violated the contract. My question is, if Empire does not compensate after arbitration, how will your firm get paid? I have just started this process and have not written any letters to corporate or the BBB.
Thank you
I spent fifteen thousand dollars in 2020 and 2021 for carpet and laminate flooring for my two thousand square foot home. I submitted two separate claims for the floors regarding poor quality of laminate chipping and warping; and scratches and pulls with a small stain on bedroom carpet. After submitting all of the pictures and information, I was told the first claim was not under warranty; despite the salesman stating that he put in for a five year warranty, and that I had no recourse. I escalated the issue to management, who reiterated the same, and would not provide me with Corporate Offices contact information to appeal. On the second claim just this past October, I submitted all of the information required and was told that on this order, there was a five year warranty, but that I had to have reported an issue within 5 days of noticing the issues; a fact not made known to me until Empire stated it in an email. When I asked for my signed contract, order information and warranties for both service and product, I was told that Empire did not keep records from one to two years prior, and that they had no access to these records. I challenged that a business must archive records for 7 years and that by law, I was owed a copy of my contracts etc.., Empire stated that I again had no recourse. I was told that I would have to pay over $1,700.00 for the first order in order to fix the problem, and then subsequently, on the second claim, I was not even offered a price quote to fix the issues. I was told that nothing would be covered, with no recourse. When I asked for the product information on the laminate and carpet that I had installed, I was told that this was proprietary information, and that they could only give me the name of the product, not the manufacturer. I explained that I would buy the products from Empire or directly from the Manufacturer, but was again denied access to this information. I was told that Empire could only come out and trim the carpet pulls back for me at a cost for the second claim, and that the stain could not be addressed. I was also informed that on the second claim that the laminate was outside of the product warranty of one year, and that they would not address it. I had no idea that I had a product warranty separate from the install or service warranty because I never received any paperwork from Empire as promised by email. Since I was told that all documents would be forthcoming by email once I paid in full, I believed that to be so; nevertheless, on the second install, I only received a flyer, a form with contact information for sales and service, and nothing else. On the first install order, I only received a letter stating that Empire debited the amount in full from my checking account. When I reported both claims at different times, the service agent and manager were both very rude and
offered little to no recourse or satisfaction except what I have detailed above. Laborers on both instances were unprofessional, did not speak English, and left things undone or broken. When I brought this to Empire\'s attention, I was told that they do not fix things that the install team broke in the process of the jobs. I would be pleased to speak with your firm to see if representation for both of our Empire claims are possible. Thank you sincerely.
I had vinyl plank flooring put in over my solid oak floor. and within two months is gaping everywhere. I\'ve had all different people come out and assess the problem, and they said the gaping is because the floor is not level, I said I would like to have it taken out and a refund of what we have paid so far.. The market manager said he was not willing to pursue my request, and said to pick out laminate flooring, it would not gap..but I did not want lament flooring, if I did I would have chosen it in the first place..I feel like I should not be forced to have laminate flooring. please help me figure this out.. I want to fight for what is right..
I had vinyl plank flooring put in over my solid oak floor. and within two months is gaping everywhere. I\'ve had all different people come out and assess the problem, and they said the gaping is because the floor is not level, I said I would like to have it taken out and a refund of what we have paid so far.. The market manager said he was not willing to pursue my request, and said to pick out laminate flooring, it would not gap..but I did not want lament flooring, if I did I would have chosen it in the first place..I feel like I should not be forced to have laminate flooring. please help me figure this out.. I want to fight for what is right..
My wood floors are defective! They are splinting down the center of several planks, lifting on a few, there is mold in the glue which caused the top layer of the planks to look bubbled. I have contacted Empire Today about the condition of my wood floors and they are putting the blame on me! I hired a wood floor specialist to investigate and have the findings.
They still will not do anything to fix the floors. Then Covid hit.
they failed to fix a hole in the floor and our recliner broke thru the floor and now they are refusing to fix it. they claim we were at fault . they also said the warranty has expired and it would cost $2600 to fix and $350 to com and inspect it for repairs. the sun room is still under warranty but they refuse to come and repair the floor in there.
Does your firm draft sales and purchase agreement for business?
Steve Morgan
Chief Financial Officer
Avail Med systems, Inc.
2953 Bunker Hill Lane, Suite 101, Santa Clara, CA 95054
(318) 596-1527
In April 21, 2022, I signed a contract with Empire Today to install solid hardwood flooring in my home in the first, second floor and the 13 stair solid block plank steps and landing for $38,200.00.
I asked the agent if the 2 dining room steps would be solid planks as well. The agent said, no; only the 13 stairs are solid block planks.
I told the agent that my schedule is hectic and that I could schedule installation in January 2023. The agent said, keep on cancelling installation until Empire Today says no.
In January 9, 2023, the first installation was completed on the first floor. The second floor was completed on Friday, January 20, 2023.
I was told by the installers to call customer service to schedule the stairs installation. When I called customer service regarding the stairs installation, I was told the stairs were not included in the contract. I contacted the agent and for customer satisfaction, Empire Today was going to install the stair steps with 2 threads of hardwood and nosing ends and not solid planks. I was told solid plank stair steps is not a product they carry and it was a miscommunication.
I was glad that Empire Today would install the stairs. However, not installing the solid plank pieces on the 13 steps is not the right material that the agent talked about and it is not acceptable.
I trusted the agent and the contract drafted included all that was talked about in our meeting.
I signed the contract without reading the fine prints, my bad!
I cancelled the stair step installation today, because it was not the proper material talked about.
Customer Service kept repeating that the solid plank stair step is not a product they carry.
I find the situation deceiving and fraudulent.
The agent knows all the products by heart. There\'s no mistake nor any miscommunication on his part. I was counting on the solid plank pieces to be installed in each of the stair steps.
I got a call from the billing department to issue the partial payment.
I sent 2 messages to Empire Today corporate offices.
I want to resolve the situation by Empire Today to install the solid plank steps in the 13 step stairs.
Thank you.
In April 21, 2022, I signed a contract with Empire Today to install solid hardwood flooring in my home in the first, second floor and the 13 stair solid block plank steps and landing for $38,200.00.
I asked the agent if the 2 dining room steps would be solid planks as well. The agent said, no; only the 13 stairs are solid block planks.
I told the agent that my schedule is hectic and that I could schedule installation in January 2023. The agent said, keep on cancelling installation until Empire Today says no.
In January 9, 2023, the first installation was completed on the first floor. The second floor was completed on Friday, January 20, 2023.
I was told by the installers to call customer service to schedule the stairs installation. When I called customer service regarding the stairs installation, I was told the stairs were not included in the contract. I contacted the agent and for customer satisfaction, Empire Today was going to install the stair steps with 2 threads of hardwood and nosing ends and not solid planks. I was told solid plank stair steps is not a product they carry and it was a miscommunication.
I was glad that Empire Today would install the stairs. However, not installing the solid plank pieces on the 13 steps is not the right material that the agent talked about and it is not acceptable.
I trusted the agent and the contract drafted included all that was talked about in our meeting.
I signed the contract without reading the fine prints, my bad!
I cancelled the stair step installation today, because it was not the proper material talked about.
Customer Service kept repeating that the solid plank stair step is not a product they carry.
I find the situation deceiving and fraudulent.
The agent knows all the products by heart. There\'s no mistake nor any miscommunication on his part. I was counting on the solid plank pieces to be installed in each of the stair steps.
I got a call from the billing department to issue the partial payment.
I sent 2 messages to Empire Today corporate offices.
I want to resolve the situation by Empire Today to install the solid plank steps in the 13 step stairs.
Thank you.
In April 21, 2022, I signed a contract with Empire Today to install solid hardwood flooring in my home in the first, second floor and the 13 stair solid block plank steps and landing for $38,200.00.
I asked the agent if the 2 dining room steps would be solid planks as well. The agent said, no; only the 13 stairs are solid block planks.
I told the agent that my schedule is hectic and that I could schedule installation in January 2023. The agent said, keep on cancelling installation until Empire Today says no.
In January 9, 2023, the first installation was completed on the first floor. The second floor was completed on Friday, January 20, 2023.
I was told by the installers to call customer service to schedule the stairs installation. When I called customer service regarding the stairs installation, I was told the stairs were not included in the contract. I contacted the agent and for customer satisfaction, Empire Today was going to install the stair steps with 2 threads of hardwood and nosing ends and not solid planks. I was told solid plank stair steps is not a product they carry and it was a miscommunication.
I was glad that Empire Today would install the stairs. However, not installing the solid plank pieces on the 13 steps is not the right material that the agent talked about and it is not acceptable.
I trusted the agent and the contract drafted included all that was talked about in our meeting.
I signed the contract without reading the fine prints, my bad!
I cancelled the stair step installation today, because it was not the proper material talked about.
Customer Service kept repeating that the solid plank stair step is not a product they carry.
I find the situation deceiving and fraudulent.
The agent knows all the products by heart. There\'s no mistake nor any miscommunication on his part. I was counting on the solid plank pieces to be installed in each of the stair steps.
I got a call from the billing department to issue the partial payment.
I sent 2 messages to Empire Today corporate offices.
I want to resolve the situation by Empire Today to install the solid plank steps in the 13 step stairs.
Thank you.
getting in touch with someone from Empire.
Empire was hired to install hardwood floors in my home. The house was vacant and the carpet & pad was already completely removed prior to Salesman coming out to give me a quote. There was some plywood that needed to be replaced in one room and the salesman said that was not a problem. The installers arrived and said the thickness of the plywood was going to cost an additional 4,000 or the wouldn\'t do the job. We agreed on an additional 700.00 and they began. Empire charged me of all of these additional charges and then added some more. The 2 installers quickly became 1 installer because he broke his hand and 10 days of hell 12 hours each day. They broke or pounded out all my can lights on the first floor while working upstairs on the 2nd floor. They broke my brick floor outdoor porch bringing in the flooring by stepping on the edge. They put 2 giant holes in my basement ceiling and there are nails pops everywhere in the painted ceiling, causing the floor on the main level to slant down. The installer took some plywood, painted it black and screwed it into the ceiling and said good as new. They broke 50 % of my floor registers and 2 are completely missing. The floor has pieces cut too short, there is glue, chips, dents and scratches all over it and they didnt install any underlayment. When asked about any of this they got extremely mad and said I should have been informed about the shit I purchased. He picked up a piece of flooring and stabbed it with a pencil and said this is what he was working with. They said hardwood floors don\'t need underlayment- it is just used as a dust blanket. I refused to sign the paperwork because the job was not complete. They forged my signature. I called Empire again they said they fired that crew and I got a very concerning voicemail from the salesperson (which I kept )saying if the crew came to my house to call the police. Since then I have worked with several people (who have all quit) They sent 1 set of other installers who said the floors could not be fixed and they would not touch it and 2 managers out to my home to assess the damages.The 2nd manager Ben said I needed a quote from a contractor to fix all the damages - which I did and then repeatedly asked what I wanted for this to all go away. I did everything he asked and then he quit. Hours and hours on my part of trying to resolve this. Disputed the charges with Wells Fargo and then the fun begins. I started receiving letters from Empire and they sent me to collections. I called and called leaving message after message - with no response. I drove to their office and another new GM answered the door. (By the way all the voicemails for all the people that quit are still active and Empires phone system is still sending these calls to people who havent worked there in years) I sat with him for an hour in their conference room showed him pictures hoping I could finally get this resolved. He said he needed to talk to his boss and he would get back to me within 2 days. No response again from anyone -not the collection department and not Todd the new GM. I called customer service again a couple of days ago and all she could say was there was nothing noted on my account that any of this had happened to me and she would have to have this cleared through Todd the man I sat down with in the office and still nothing. My floor is now cupping and a couple boards have cracked. They said I couldn\'t repair or fix anything so I have been living like this for almost 11 months now and still receiving letters from collections. Please help!
We had Empire flooring come in and lay new hardwood floors in September. The next day I noticed all these issues and I called them right away. Then I had the PM come back that oversaw the installer says there was nothing wrong. I said bull. Then I called Empire again and I spoke with Installation Manager David. He came with the PM of the installers and at the end he told me to get a 3rd party inspector he came out and submitted report stating that it was a POOR install. While we were waiting on the report from the 3rd party inspector, we had filed a Dispute with Wells Fargo. They said it could take up to 90 days. While waiting Doug said he would/empire would also reimburse us for the 3rd party inspector and what he did was put the $475 credit on Empire Account which was wrong because we did not use that account to pay the inspector it was a personal account. He said that\'s how they do it would credit to Wells Fargo acct since it has something to do with Empire. When I spoke to Wells Fargo, they had charged me and then credited and removed it. So, I never got that $475 back. Then the Customer Service Manager Doug got the report from the 3rd party inspector and then called us and said they would do a FULL reinstall, but the same installers would be doing the work. We said no we want new installers. Then we asked for the wood to be delivered ahead of time to accumulate to our home humidity/environment he said they cannot do that. He said he could not that because it’s in special part of their warehouse which is at 10% humidity. Doug was talking to us about doing a full floor replacement and we wanted the floors to be done right and it seemed like we had no choice but to do the reinstall which was scheduled for 2 January. It was not until 19 Dec 2022 I got call from Wells Fargo, they let us know a letter was coming and that we won the dispute, and that all money was credited to the account and that was sided that Empire was in the wrong. They told us we had nothing to worry, and we if we did not want to use Empire and find a new flooring company then we can. We closed our Wells Fargo account because it was used only for Empire purchases. We spoke with Doug from Empire, and we decided not to have them to do the reinstallation because they were going to use same people as prior, and they would not allow the wood to be brought into our house prior to installation for the appropriate amount of time to allow proper acclimatization of the hardwood flooring prior to installation. So, we told him that we were canceling 2 January appointment since they did not seem to want to ensure that the floors were installed properly to industry standards. Now today 21 December 2022 we received a letter from Empire stating that we needed pay EMPIRE over $11000 ASAP or they send me to collections. COD in one payment or we were going to collections for not paying for the work. I have not contacted the person who sent me the email due to the time we received our mail. We just don’t know what to do now, these floors have gotten worse since September when they were first installed. I believe with their poor workmanship of the install we should not have to pay. This all started September and we now at the end of December. I hope you all can help. I had used you once before and you were able to help. Thank You and we look forward to hearing back from you.
We had Empire flooring come in and lay new hardwood floors in September. The next day I noticed all these issues and I called them right away. Then I had the PM come back that oversaw the installer says there was nothing wrong. I said bull. Then I called Empire again and I spoke with Installation Manager David. He came with the PM of the installers and at the end he told me to get a 3rd party inspector he came out and submitted report stating that it was a POOR install. While we were waiting on the report from the 3rd party inspector, we had filed a Dispute with Wells Fargo. They said it could take up to 90 days. While waiting Doug said he would/empire would also reimburse us for the 3rd party inspector and what he did was put the $475 credit on Empire Account which was wrong because we did not use that account to pay the inspector it was a personal account. He said that\'s how they do it would credit to Wells Fargo acct since it has something to do with Empire. When I spoke to Wells Fargo, they had charged me and then credited and removed it. So, I never got that $475 back. Then the Customer Service Manager Doug got the report from the 3rd party inspector and then called us and said they would do a FULL reinstall, but the same installers would be doing the work. We said no we want new installers. Then we asked for the wood to be delivered ahead of time to accumulate to our home humidity/environment he said they cannot do that. He said he could not that because it’s in special part of their warehouse which is at 10% humidity. Doug was talking to us about doing a full floor replacement and we wanted the floors to be done right and it seemed like we had no choice but to do the reinstall which was scheduled for 2 January. It was not until 19 Dec 2022 I got call from Wells Fargo, they let us know a letter was coming and that we won the dispute, and that all money was credited to the account and that was sided that Empire was in the wrong. They told us we had nothing to worry, and we if we did not want to use Empire and find a new flooring company then we can. We closed our Wells Fargo account because it was used only for Empire purchases. We spoke with Doug from Empire, and we decided not to have them to do the reinstallation because they were going to use same people as prior, and they would not allow the wood to be brought into our house prior to installation for the appropriate amount of time to allow proper acclimatization of the hardwood flooring prior to installation. So, we told him that we were canceling 2 January appointment since they did not seem to want to ensure that the floors were installed properly to industry standards. Now today 21 December 2022 we received a letter from Empire stating that we needed pay EMPIRE over $11000 ASAP or they send me to collections. COD in one payment or we were going to collections for not paying for the work. I have not contacted the person who sent me the email due to the time we received our mail. We just don’t know what to do now, these floors have gotten worse since September when they were first installed. I believe with their poor workmanship of the install we should not have to pay. This all started September and we now at the end of December. I hope you all can help. I had used you once before and you were able to help. Thank You and we look forward to hearing back from you.
We had Empire flooring come in and lay new hardwood floors in September. The next day I noticed all these issues and I called them right away. Then I had the PM come back that oversaw the installer says there was nothing wrong. I said bull. Then I called Empire again and I spoke with Installation Manager David. He came with the PM of the installers and at the end he told me to get a 3rd party inspector he came out and submitted report stating that it was a POOR install. While we were waiting on the report from the 3rd party inspector, we had filed a Dispute with Wells Fargo. They said it could take up to 90 days. While waiting Doug said he would/empire would also reimburse us for the 3rd party inspector and what he did was put the $475 credit on Empire Account which was wrong because we did not use that account to pay the inspector it was a personal account. He said that\'s how they do it would credit to Wells Fargo acct since it has something to do with Empire. When I spoke to Wells Fargo, they had charged me and then credited and removed it. So, I never got that $475 back. Then the Customer Service Manager Doug got the report from the 3rd party inspector and then called us and said they would do a FULL reinstall, but the same installers would be doing the work. We said no we want new installers. Then we asked for the wood to be delivered ahead of time to accumulate to our home humidity/environment he said they cannot do that. He said he could not that because it’s in special part of their warehouse which is at 10% humidity. Doug was talking to us about doing a full floor replacement and we wanted the floors to be done right and it seemed like we had no choice but to do the reinstall which was scheduled for 2 January. It was not until 19 Dec 2022 I got call from Wells Fargo, they let us know a letter was coming and that we won the dispute, and that all money was credited to the account and that was sided that Empire was in the wrong. They told us we had nothing to worry, and we if we did not want to use Empire and find a new flooring company then we can. We closed our Wells Fargo account because it was used only for Empire purchases. We spoke with Doug from Empire, and we decided not to have them to do the reinstallation because they were going to use same people as prior, and they would not allow the wood to be brought into our house prior to installation for the appropriate amount of time to allow proper acclimatization of the hardwood flooring prior to installation. So, we told him that we were canceling 2 January appointment since they did not seem to want to ensure that the floors were installed properly to industry standards. Now today 21 December 2022 we received a letter from Empire stating that we needed pay EMPIRE over $11000 ASAP or they send me to collections. COD in one payment or we were going to collections for not paying for the work. I have not contacted the person who sent me the email due to the time we received our mail. We just don’t know what to do now, these floors have gotten worse since September when they were first installed. I believe with their poor workmanship of the install we should not have to pay. This all started September and we now at the end of December. I hope you all can help. I had used you once before and you were able to help. Thank You and we look forward to hearing back from you.
Hired Empire today to install vinyl plank flooring through our entire house, within a couple months the floors in the family room and kitchen started buckling and cupping. Contacted for warranty, the inspector stated it was a bad installation job and that a moisture barrier should have been offered at installation. The other issue is the two rooms with problems are the only two rooms in the entire house that Empire removed our old flooring. We\'ve had inspections for leaks with no issues, torrential rain and exterior hose testing with no issues and we have been living on concrete floors now for over three weeks with not a drop of moisture anywhere. The signed paperwork we were provided at installation has no moisture readings and we requested the original paperwork that Empire has on file which was provided to us and there are only two moisture readings for the entire house which is a three bedroom plus family room kitchen hallway foyer. The moisture readings do not specify where in the house they were taken or any other specifics just two random numbers written in boxes. Whether the moisture is a home issue or not they did not do the proper testing upon installation and we were not offered the option of a moisture barrier. There should\'ve been a moisture barrier put down if the proper moisture readings were taken and we would\'ve gladly paid the extra cost. When they came to pull up the flooring they did not imply or mention that we would have some responsibility in this they just ripped up the kitchen and family room and a week later they contact us charging us $7000 for the \"non-warranty\" repair. The entire house cost $7000 when we had the floors done initially a year ago and they wanted to charge the same amount to fix the issue. We have been fighting with them for three weeks now and we have the cost down to about $4000 is the best they will offer. Again the only two areas that have issues are where they pulled up the old flooring, every other area in the house there are no issues we believe they did not prep the surface properly and did not do the proper procedures to ensure the floors could be properly installed. They broke two of our closet doors put a basketball size hole in one of the walls and when they pulled up the floors for warranty inspection we found obscenities drawn on the concrete by their installers. I put in the previous floors which was cheap particleboard type laminate and they were here for 22 years with zero issues because they were installed properly.
I had Luna (also empire today) come to my house and I showed the sales man the rooms and told him it was about 1400 sq ft. I showed him the 2 rooms that I didn\'t want carpet in. He gave me a price of 3875.00 for the carpet and I agreed. On the installation day they ran out of carpet because the sales man didn\'t measure one room. I called 2 times on installation day and asked to talk to a manager and was told I would get a call back in 24 hours. I never did. I called the sales man and he told me he didn\'t measure that room and it would be an additional 1000.00 to have that room done. He told me to stop whining and just pay so I can get my carpet installed and that I didn\'t pay for that room even though I was under the impression my quote included every room I showed him. I spoke to customer service and told them that I need a call and am not happy and still have not received one. The sales man\'s manager said that room wasn\'t on the contract so we\'re not liable supposedly. The salesman admitted he didn\'t measure the room and he screwed up but they would not give me free carpet. I told him I paid 3875 for the whole basement. I also said if he would have told me the total was 4800 I would have went with the other quote I received. The sales man told me we are the only company that could have installed on my time frame and I said no I had another company that could and he said again stop whining and be an adult and just pay the extra money.
I have since hired a different company to install the carpet for 600 as I needed it done since it\'s a spec house that was supposed to close.
I had Luna (also empire today) come to my house and I showed the sales man the rooms and told him it was about 1400 sq ft. I showed him the 2 rooms that I didn\'t want carpet in. He gave me a price of 3875.00 for the carpet and I agreed. On the installation day they ran out of carpet because the sales man didn\'t measure one room. I called 2 times on installation day and asked to talk to a manager and was told I would get a call back in 24 hours. I never did. I called the sales man and he told me he didn\'t measure that room and it would be an additional 1000.00 to have that room done. He told me to stop whining and just pay so I can get my carpet installed and that I didn\'t pay for that room even though I was under the impression my quote included every room I showed him. I spoke to customer service and told them that I need a call and am not happy and still have not received one. The sales man\'s manager said that room wasn\'t on the contract so we\'re not liable supposedly. The salesman admitted he didn\'t measure the room and he screwed up but they would not give me free carpet. I told him I paid 3875 for the whole basement. I also said if he would have told me the total was 4800 I would have went with the other quote I received. The sales man told me we are the only company that could have installed on my time frame and I said no I had another company that could and he said again stop whining and be an adult and just pay the extra money.
I have since hired a different company to install the carpet for 600 as I needed it done since it\'s a spec house that was supposed to close.
We\'ve been dealing with E.T. since July, 2022. It took them nearly 4 weeks to install about 1200 sq ft of tile in our home, during which time we complained repeatedly about the installer. After the installer was done, we refused to sign off on the floor because of numerous issues. Finally, a manager visited our home and agreed the ENTIRE floor needed to be replaced because the job was botched. After the floor was replaced, all of our door casings and jambs, and any vertical trim in the installation area needs to be replaced, because the first installer cut the trim to match his floor height, which was much higher than the 2nd floor that was eventually installed. E.T. ruined our trim. We\'ve been trying to work with them, but now we\'re forced to take time off of work to (at E.T.\'s demand) contact contractors to obtain estimates to replace the trim. Now, I have to repair walls due to my baseboard trim being taken off and replaced repeatedly, replace broken or damaged baseboard trim, and use my time to get estimates so E.T. can \"evaluate\" my claim. This has been an absolute nightmare and I have documentation to match it. I need help with forcing E.T. to the table to replace our damaged trim and compensate us for the horror we\'ve been through.
