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Empire today - Bad customer service
Ceramic tile install - Complaint
Review by Grl4 on 2012-12-01
Rating: 
RANCHO CORDOVA, CALIFORNIA -- I had a two bedroom one bath unit done in ceramic tile. $6000 job. I asked that the grout be sealed at the time of the order. When I went to see the finished product, the toilet was leaking
Water from the seal, the grout color does not match through out. The doors were all taken off and not put back? The grout was never sealed. I went and met the installer on the 20th, he did nothing, but accused me of putting water on the floor. This is a rental and no one lives there.
It has now been 12 days and I can not get a call back or anything done. I paid for the whole job at once.
I would never use empire today again and I am going to the Better Business Bureau.
Water from the seal, the grout color does not match through out. The doors were all taken off and not put back? The grout was never sealed. I went and met the installer on the 20th, he did nothing, but accused me of putting water on the floor. This is a rental and no one lives there.
It has now been 12 days and I can not get a call back or anything done. I paid for the whole job at once.
I would never use empire today again and I am going to the Better Business Bureau.
Company Response:
Gene, we understand that we’ve been in contact regarding your concerns and have reached a resolution. Please don’t hesitate to contact us if you have any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Comments:
Posted by face it on 2012-12-09:
I am sorry to hear yet another "victim" of Empire. All the issues you pointed out in your review point to inexperience on part of the installer. What you may not know is Empire uses the lowest pay scale in the flooring market, which in turn attracts a much lower skill set of the crews doing the actual work.
Contacting the BBB will not get you very far either. As an accredited member of the BBB as long as a few guidelines are met and the enrollment fees are paid you will not an accredited business with lower than a B rating.In regards to any beneficial outcome from contacting the BBB a response from Empire is sure to follow stating how they are in compliance with any and/or all contracts and will offer you an opportunity to contact them to fix there issue of poorly installed product(s). In short they will dance around the subject avoiding any action for as long as possible. See they can wait, as to where you the customer may not be able too. Thank you for sharing your experience and I hope that it is seen by potential customers before they get taken.
KEEP IN MIND THAT EMPIRE REQUIRES 100% PAYMENT UP FRONT!! On the first day of installation, 100% payment is required before any work begins. No reputable company would do that!
Contacting the BBB will not get you very far either. As an accredited member of the BBB as long as a few guidelines are met and the enrollment fees are paid you will not an accredited business with lower than a B rating.In regards to any beneficial outcome from contacting the BBB a response from Empire is sure to follow stating how they are in compliance with any and/or all contracts and will offer you an opportunity to contact them to fix there issue of poorly installed product(s). In short they will dance around the subject avoiding any action for as long as possible. See they can wait, as to where you the customer may not be able too. Thank you for sharing your experience and I hope that it is seen by potential customers before they get taken.
KEEP IN MIND THAT EMPIRE REQUIRES 100% PAYMENT UP FRONT!! On the first day of installation, 100% payment is required before any work begins. No reputable company would do that!
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