Empire Today Complaint - Stay away from Empire
SAN DIEGO, CALIFORNIA -- In May 09, an Empire salesman sold my husband and I a product that was the "best thing" in vinyl. He showed us how durable it was, claiming it was water proof, and that it had a seamless quality. Within a few months, there was bubbling that had to be fixed. A couple months later we noticed a few gouges appear, the main seam continually became more noticeable and more bubbling appeared. In Jan 10, many attempts were made to contact Empire. It took several phone calls before someone came to inspect the floors. The repairman called the day prior to confirm the appt for an earlier time and that day. I corrected him and related the appt was set for 4pm the next day. He called late the next morning asking if he could come earlier. I told him no, neither my husband nor I would be there. I reminded him that our appt was for 4pm. He showed up to the house at two, my roommate let him in and he tried to repair the floors, not conduct an inspection like he was supposed to. Several weeks later, an actual inspector came to the house to examine the floor. He said he would try to compensate us the 3, 200 we had already spent and quote us tile instead of replacing the vinyl with more vinyl. The salesman called a couple days later, he said he would give us full compensation but, the tile installation would cost roughly 8, 000, 4, 900 with our compensation included. We got a second opinion from West Coast Flooring; they quoted us 3, 900 for all the same areas plus the fireplace and entry way. I have requested contact once again regarding a possible refund and have not heard back yet.
Our BBB complaint got us no where, we decided to go straight to the corporate office to file our complaint. The corporate 0ffice made us an offer to replace the vinyl with tile for $500. However, there were only five options none of which we liked. So, we requested a monetary settlement. They offered us 1/4 of the money we originally spent on the floors and a settlement agreement issuing a gag order and that we had to retract our BBB complaint and could not blog or forewarn anyone against the company.
My family owns a flooring installation business and I am familiar with the proper care and normal wear of a vinyl floor. In my opinion, Empire and their product are not meeting expected standards. We are unhappy with Empire due to the poor quality product sold to us and the terrible customer service. Considering the price difference and better customer service experienced with West Coast Flooring, we are dissatisfied with Empire.
Company Response on 05/20/2010:
We are currently researching your concerns. We are dedicated to service and satisfaction. A representative from our customer service team will continue to be in contact with you to assist with all your concerns.
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