Empire Complaint - Empire - A Name You Should Trust ??
JOLIET, ILLINOIS -- Wednesday, 8/18/04, we received an estimate for a new tub liner & tub surround. We were told the installer would be at our residence the morning of Saturday, 8/21/04.
Saturday, 8/21/04, installer arrived at 10 AM and immediately told us the wrong unit was sent. After a few calls (to whomever he called) he was told to install the unit because they have never sent the wrong liner & surround before. It was clear to the installer and to us that this unit was NOT the one we ordered. He tried his darnedest but it was a horrible job & the liner did not fit into the tub properly. I spoke with Brian @ Quality Home (the sub-contractor for Empire). Explained the situation and informed him the installer left at 5:30 PM in disgust - didn't even bother to take his equipment - and the liner needed to be removed so we could use our tub & shower. Brian's reply was, "It is 7 PM on a Saturday - what DO you want me to do?!" Nice attitude. We did receive a call back stating someone would be out the next day at noon to remove the liner.
Sunday, 8/22/04, two men showed up at 3 PM (yep, that was noon), removed the liner and left in a hurry at 3:30 PM. Lovely black tar covered the bottom of the tub. After we scraped as much tar as possible off of the tub we were able to use it. Brian (Quality Home) called to confirm the liner was removed and said he would call me Monday at work at 10 AM to set up a new installation date & time.
Monday, 8/23/04, 11 AM. Brian called, said an installer would be out on Tuesday at 10 AM. The whole reason we had set up a Saturday delivery was because we work Monday through Friday. I had to schedule Tuesday off from work so I could be home for Quality Home to fix the mistake. (The mistake is that we called Empire in the first place.)
Tuesday, 8/24/04, 11:18 AM - called Empire (had enough of Brian's assurances), they had no clue what was going on. At 11:30 AM, the man who removed the liner on Sunday called, stated he was running late & would be at the house by noon. At 12:30 PM the installer showed up. I asked him what the problem was on Saturday - wrong unit sent, what? He would not give me a straight answer only told me ours would be installed today and it would only take a couple of hours.
Tuesday, 8/24/04, 7:30 PM. Seven hours later, not able to use our bathroom, the installer completed the job. It is a beautiful liner & surround. He did a wonderful job.
Saturday, 8/28/04, 10 AM. Empire called, a bit confused by the fact that we were scheduled to have a tub liner & tub surround installed that day. I explained the whole situation. Told him how upset I was. He stated he would call me back to see if there could be a discount for all the hassles we had.
Saturday, 9/04/04, never got a call back from Empire. Saw the t.v. commercial last night and the picture of the liner & surround had a safety bar on the wall. Also stated "you will receive a free gift". No safety bar was installed and we never received a free gift. Maybe the free gift was a lost day's wages and all the aggravation?
You would think for $3,150 we would have received better service. Oh, sure, we don't have to pay until January 2006! Maybe by then I won't be so upset by this whole experience. Empire is NOT a name you should trust. They have proved that to me the hard way. The word is out in Joliet, IL not to call Empire or have Quality Home install anything for you.
We do have a beautiful tub liner & tub surround. It's a shame it took so many phone calls, so many promises by the company & installers, a lost day of wages and mental anguish to get it.
Would you want this to happen to you? If so, do call Empire.
If you don't want this to happen to you, for Pete's sake, DO NOT CALL EMPIRE FOR ANYTHING!
I did inform the gentleman who called 8/28/04 that I would be posting on the internet our experience with Empire.
Maybe we will receive a call now? Maybe we will get a safety bar & free gift? Maybe they will give us a discount for all the aggravation?
I will post again to let you all know if anything transpires or not from this.
588-2300 That's the number we always heard on the t.v. commercial. Would you trust them after hearing about our experience with them? None of our family & friends will now.