PHILADELPHIA, PENNSYLVANIA -- I called Empire Flooring for Laminate flooring. The salesman visited my home. I had already pulled up some of the carpet and padding, so he can access what was underneath. The underneath was stick on tiles stuck onto real hardware flooring. The salesman was ok, I guess. Immediately took a 100.00 deposit and I was informed that the installation would take place the next day. Well... 2 Spanish speaking guys show up, in an unmarked box van, Empire Flooring SUBCONTRACTS OUT THEIR WORK!
First, one of the installers, already had an agenda to raise the price. He was claiming OUTRAGEOUS claims. First he said the home may have had a problem with the floor. So I immediately started snapping photos. All the while, he was on the phone with some man with the company. Then the two installers, began to put a big gash in the middle of my floor. I have an 80 year relative and a dog in my home, with my new born granddaughter on her way home at my house. I decided to cancel because they said it would cost me an additional 1342.00 to lay the tongue and groove flooring.
Meanwhile the salesman had quoted me a price of 1800.00. The installers acted all concerned that there may be asbestos in my home. My home was totally rehabbed in 2012. Well, I guess to them that ploy didn't work. Now they decide to put a hole in the middle of my floor and leave! So now I was in Catch 22! It was a Saturday, and what was I to do??? So they leave and I immediately get a call from Empire, a man named Josh. He told me the installers were parked outside. Oh how convenient. So much for any concerns they had, I thought. He double talked me as he knew I was in a panic.
If these subcontractors were so concerned with any health issue, and trust me there are none in my home! They didn't bother to place a tarp or tarps on any of my furniture. In addition, I think OSHA would be very interested in investigating how subcontracted Empire Floor installers can install and use a nail gun, crow bars, hammers and nails, utilize a massive laminate floor machine cutter, all the while, with no safety shoes, protective eyewear, gloves, protective head gear, face masks, etc.!
When they walked in they claimed everything was wrong with my existing floor. Now here's the best part, I was charged 3 times for some bogus plywood, and I mean the thinnest plywood anyone could buy and double charged for the vinyl flooring in my vestibule. My house was filthy dirty and I had to have someone come and clean everything and I mean everything in my house and outside my house. I had nails, wood chips, dirt, you name it and it was there on my steps and sidewalk.
This whole procedure is a disgrace and I WOULD AVOID THIS COMPANY AT ALL COSTS! They subcontract their work out. My neighbors actually asked me if I had hired Mexicans to do my floor. I said "No, I hired Empire Flooring". The reaction I received from my neighbors was a chuckle, apparently they knew more than I did. Empire Flooring commercials are a bunch of malarky. Do not believe those commercials. They are deceptive and have an agenda to scam and defraud the unaware public.
I am a senior citizen and I cannot believe this company actually advertises FALSE AND DECEPTIVE commercials. They do not clean anything. The real truth is they make your house absolutely filthy. They modify anything they feel like, after they damage your existing floor. And by the way, they do not leave you any instructions on how to care for your floors. My floors are scratched, creaking and I have a damage dented floor heater. The trim around the floor, no pun intended, did they cut corners!
I am thoroughly disgusted and I DO NOT RECOMMEND THIS COMPANY. I intend to retain an attorney and hopefully, they will be more transparent with their advertising, instead of being deceptive. If I could rate this company a negative 5, I certainly would!!
It took a month and 4 different installers to finally get my flooring in place. First ones arrived at 5 pm, took off my baseboard and put it outside, tore the carpet up, and put down moisture barrier. Second ones came several days later, only after I called and found out that the first ones hadn't told anyone the job wasn't done. They told me the concrete subfloor was too uneven for hardwood.
Estimator and manager came by and said it wasn't too bad and that a certain very skilled installer could do it. He was not available for a few days and I had to schedule him even later when I could finally arrange to be home all day again. On the arranged and long awaited day, the third installer showed up, NOT the guy they had promised. He said the floor was not uneven at all but tested the moisture content (which should have been done first thing) and said it was way too high for hardwood.
I had to make more calls and they told me they couldn't even get another estimator out for a week to show me alternative floorings. Well, the Internet is a wonderful thing and I used it to find the CEO's email address. Shortly after I emailed him, I got a call from a higher-up manager and an estimator was there the next day. I chose some LVP for the basement floor and we stuck with the original hardwood for the stairs. He said he could not discuss any change in price with me but would have someone call.
Several hours later I get a call to schedule the installation but that person can't discuss price either. Later on someone finally calls who can talk money with me and she says that the LVP I had switched to was actually more expensive than the engineered hardwood but that they would not charge me any extra. Sounded fishy to me but my research showed that it might be true depending on what quality of each flooring was involved. At this point I just wanted it done.
The 4th installers came out two business days later. While the LVP on the basement floor turned out OK, the engineered hardwood on my stairs looks awful. They used solid hardwood for the edges and engineered for the inner pieces, and they are slightly different colors and thicknesses. The installer said this is standard practice, but no one told me that beforehand or I might have chosen differently. Upon my request, they did replace the baseboard that got ruined when the first installers put it outside, but they did not replace the other pieces of trim they had taken off. So now I have work to do to finish the job.
All along, I dealt with people not calling when they said someone would call, or being promised a certain person would call and getting the call from someone else. I should have gotten a very deep discount for all my trouble but instead I am stuck with the original cost for OK vinyl plank, missing trim, and mismatched hardwood stairs. I highly recommend AGAINST this company.
TUCSON, ARIZONA -- We had some estimates on some flooring, and decided to go with Empire Flooring. The worst home project mistake I ever made. Immediately after the install I called them to discuss the install. They placed three seams directly across the hallway upstairs, highly noticeable. I mean it looks horrible! They sent someone out to fix it, (and let me say first the customer service dept. is not local, a call center somewhere else, I need not say more about this process and all the confusion, most know how these things work). The guy that came out the first time had no clue why he was here, and no material or anything to fix it.
This process happened a couple more times. I took time off work, and no show no call. I called them and they said they didn't have carpet, had to order some. When they did come out they said that the carpet they sold me could not be installed any other way, because of it being Berber it can't be matched up to not show seams. They decided to redo a section to try and match it up better, and it didn't work. Then one of the seams started coming up. I was still trying to get the carpet redone correctly, with seams in the doorway (less noticeable), but everyone involved kept saying it couldn't be done because of the carpet style, and length restrictions.
They came out to redo the seam, it looks worse. Now another seam is coming up. I gave up on this, the stress level was just so much, and the company makes it worse. I think it's part of the process to get you to give up. The salesperson did not mention anything about these issues with the carpet, promoted it as premium carpet. I had a carpet person look at it, and said it is low end, and the install with the seams in the hallway are bad, and look horrible. If you are buying in Tucson, the lady salesperson is not knowledgeable about carpet types and install, that according to their own installer.
I saved money for my flooring project. This is my first home, and the carpet job is a mess. The old carpet they pulled out had no noticeable seams at all, so it can be done. This is a standard track home, no real surprises. I did cancel the downstairs laminate install with them, and had another local company do it, and it came out amazing.
I tell everyone stay away, try to find a good local company, with experienced installers, knowledgeable sales, and local customer service. Be careful of the materials they sell you as well, may not be premium even if salesperson says it. If you do use them, I wish you good luck!
We sincerely regret to hear about your experience, and assure you that we take matters such as this one very seriously. Please email your concerns and account information to email@example.com, and mention my3cents in the subject like for further assistance.
TEXAS -- I WILL NEVER USE EMPIRE AGAIN (and I have a lot of flooring left to do in my home). I would like to start by saying that the end result is beautiful and the installers were quick, professional and very helpful. This is not where my problem lies. My problem is every other facet of this company. We interviewed/received quotes from several different companies. We narrowed down our decision to two. We went with Empire (a slightly more expensive option) because we were told the floors were made in the USA as opposed to China. That was our deciding factor.
The day the installers get here we notice the boxes all say "Made in China". Wait. What? We call the salesman, no answer. I call the main office number and tell them our issue. What is their explanation? "The floors are made in the USA but the boxes are made in China." What? The boxes? This is the story you are going with? Ok, the boxes. I make them promise that yes, the floors are in fact made in the USA.
We Google the name on the box, "Valinge". Guess what? MADE IN CHINA - but I mean, we knew this. We call again and all they can tell us is there was no excuse for the lie and the customer service person trying to get us off the phone and that all we can do at this point is cancel the order. Well, that would be great and we could go with the cheaper option since they too were made in China if perhaps maybe all of our tile and carpet hadn't already been pulled up. I'm hosting a party in 4 days! How long will it take to get floors? What the... Fine, just put it down.
Half way through the installation I look at the padding and I ask "Is that the upgraded padding that we had paid for, you know, the quiet walk?". He tells me no, that this was the standard padding and that they don't use the upgrade on this type of flooring because it actually makes it echo even worse. Now, rewind... sitting at our breakfast table, the day we signed the contract I ask "How much extra are we paying for the upgraded padding?". He tells me something like 20 or 40 cents a square foot and he had knocked down the price. Ok, cool.
But now today when we call the main number they tell us we did not pay for upgraded padding. What? We call the salesman he says no, we did not get charged for it. "Ok, then why was the price we paid the same as when you told me you charged us 40 (or 20) cents a sq. ft.? Wouldn't that price drop?" He says we went over what all the costs were when we signed, and we did, but that's when he told me the price per sq. ft.
The floors are in, we received no discounts, no refund for padding. Also, when I call to complain I want results. I DO NOT want to hear anything about anyone losing commission or the contract we signed. I know what we were told. I know we were lied to. I know we were blown off. Lack of integrity, that is where my issue lies. Don't lie to me.
We appreciate you bringing your concerns to our attention. We understand that we have spoken to you and reached an amicable solution. Your continuous satisfaction is important to us, for future concerns please contact us at firstname.lastname@example.org.
-ET Customer Support
STATEN ISLAND, NEW YORK -- I am renting an apartment to a friend of mine and scheduled an Empire Today install 3 a 4 weeks ago with the sales agent. I have movers, furniture delivery and a move-in date occurring the day after the scheduled install date. Needless to say, the day that I took off of work for the rug install, installers never came. Not only is this unacceptable, but my Tenant is supposed to be moving in everything today, but there is no rug in a majority of the apartment, just an unfinished floor. As a repeat customer of Empire Today, I am speechless.
I called the customer service number for Empire at least 3 times yesterday, trying to get an estimated time for the installers to show up. The company had me waiting home all day, even after they told me to expect installers between 1pm & 3pm. That time came and went, along with another phone call to them.
About 6pm in the evening, after it turned dark outside, I called customer service again to see if they will be able to make it at least sometime early the next day so that my Tenant can move into her apartment, and possibly re-schedule new furniture delivery for later time in the day. The customer service agent didn't seem too convincing about the install happening today, and even said that he couldn't say whether the carpet would even be able to get installed until a future delivery date.
Installers never contacted me the day of the expected install date, and customer service stated that the installer attempted to call me once on the scheduled delivery date. I have no missed phone calls or messages from anyone. I would go as far as even acquiring phone records to prove the installer made that up to their boss.
Waiting around today for another 10 hours at home... hopefully my time is not wasted again. Meanwhile, how can this be allowed to happen? Shouldn't there be any compensation? I felt so bad even telling my Tennant that she has no rug installed, on top of the fact that she has new couches and furniture being delivered for those areas of the apartment that need the rugs. What do I say to that? Lost for words here.
EAGAN, MINNESOTA -- We ordered carpet from Empire a few months ago. The sales experience was great; lots of choices, differing price points and felt like we made a good decision. But on the install date, they showed up 2 hours late AND WERE AT OUR HOUSE FOR NINE HOURS. They didn't leave until after 11:00 PM. The installers were clearly inexperienced and complained that they had to move furniture (which we had paid for as part of our package). Moving furniture took about 15 minutes total, by the way.
Around 8:00 PM I tried calling the sales guy to say they needed to leave as my kids had to go to bed. I couldn't get a hold of him so I told the installers they needed to leave by 9:00 PM. They argued with me and told me that if I didn't let them finish, they would leave the carpet unfinished and wouldn't be able to come back for at least a week. I let them stay because I had already missed a whole day of work. Eventually they wrapped up and left without cleaning up all the spare bits of carpet fuzz they left all over the house.
Last, there was something about the color of the carpet itself that was slightly off from what I remembered. I couldn't be positive, so I sent an email to Empire telling them the color seemed off. The next day the sales guy called me back and I asked for a discount due to the poor service. He hemmed and hawed and about 4 days later I got a call from the regional manager. He said he'd offer me $100 off but that they couldn't do anything more. I was ticked. He wouldn't even talk about the carpet itself not matching what I ordered. Again, I wasn't 100% positive myself.
Now, three months later it is apparent they installed the wrong carpet. What is supposed to last 15 years has already matted down completely on our stairs and in high traffic areas. Vacuuming it helps, but then it immediately lays back down. We called Empire to do a service call at our house as we wanted them to verify for certain what was actually installed and to figure out why it is matting down so much. Guess what? They just called and said they couldn't make the appointment today!! I've decided it's time to take action since we've done all we can trying to work on this issue locally. Great jingle... horrible service.
DALLAS, TEXAS -- RUN!!! Empire Today is a complete rip off! September 2017 "a few weeks ago" I had natural oak wood flooring installed in my home, today is 11/15/17 and I have not made my first payment on the account. About 2 weeks ago I noticed my wood flooring started buckling in multiple places throughout one of my living areas I do not often go in. I called Empire and on a Monday and Saturday morning an inspector showed up to review the floor. I received a call today from Empire "Megan 866-588-2305 ext **" and she informs me, it will be $1600 to repair the water damaged flooring.
I then called the 888-739-5502 and spoke with a manager who then transferred me to a customer service representative named Sabrina at my local office. I nicely informed Sabrina of the issues I had with the new floors buckling and asking how could this have happened if I do not use the space in my home. Sabrina became argumentative and stated she had pictures of the water damaged floors and I needed to pay the $1600 in repairs.
Again I have not made a payment on the newly installed floors but they are requesting $1600 in addition to the $4600 cheaply installed floors. I have yet to make a payment on. RUN do not use this cheap company. The quality of work is cheap and the customer support is very rude and my floors are a disgrace to my home! I hope this helps someone. And I will be filing a claim with the BBB!!
NY, NEW YORK -- I have been waiting a few weeks to have this carpet installed. They were supposed to arrive yesterday. Installer comes here, looks at the room that the salesman took measurements... Says, "I am supposed to do the steps?" I say yes, and he literally leaves and never comes back. Empire said they will send a new team today. I get the call that they will be there in the afternoon. No one arrives. I call customer service and they said they had van trouble. I called my sales representative and he keeps saying there is nothing he can do as he has nothing to do with installation.
It's unreal how horrible this company treats customers. I am waiting for the next install tomorrow. I have a feeling they will no show it again. I am also worried that they will do a poor job on the install just based on the 1000's of bad reviews everywhere. I honestly only saw about 4 positive reviews. Unbelievable. The last company that I did carpet with came by, installed the carpet, cleaned and left. Like they were never even here.
TENNESSEE -- This is the worst company with whom I have ever attempted to do business. No one showed up for the scheduled in home estimate. I called 20 minutes before the end of scheduled time at which time the woman with whom I spoke informed me after an unsuccessful attempt contacting the representative, "He still has 20 minutes, ma'am."
At 5 minutes after the scheduled time ended, I called again and got disconnected. I waited thinking they would call me back. They did not. I called again at which time I got disconnected yet again. Shockingly no one called me back. The third time I called, the woman said, "I'm sorry ma'am. I can offer you $50 off your purchase." As tempting as THAT sounded... I would never enter into a contract with these clowns!
WOLVERINE LAKE, MICHIGAN -- The sales representative told me that the LVP flooring was tear and scratch resistant. Not true. Had he been honest I would have went with something different. They put silver transition pieces all over the hickory LVP. They put corner round-up against my back door so it couldn't be opened and put no transition piece at the front door where they made uneven cuts.
I called to complain and they sent someone else to fix it. The second group that came out and tore some stuff up but said it was too bad to fix and that I would need a new floor, and that a manager would call me later that day. Nobody called. I spent the next 2 weeks calling and was always told a manager would get back to me in 24 hours. I finally got someone when I started bawling on the phone and begged for a manager because at this point I was sick of having a torn-up floor. I certainly expected better when you're paying $5,000 for a kitchen and dining room floor.
So the third team comes out and says they don't see why they should rip out the floor and put in a new one all because they put transition pieces all over even though that's why they were coming. So they left with all my flooring they had just picked up. I think they just kept it for themselves because nobody ever called to see if it was done and at this point, I'm done. I can't sit on the phone with them anymore. I'll have to call another company to fix it.