Empire Today LLC Complaint - Dissatisfaction with Service/Treatment Letter
2918 BRICK CHURCH PIKE, NASHVILLE, TENNESSEE -- ( This is a letter I sent to the company via the email address I was supplied. No other contact information would be given to me.)
I am writing to notify you of how unhappy I am with the service and treatment my husband and I have received. On May 21, we placed an order for new vinyl to be put in our kitchen and laundry room. I paid in full that day for the total cost of the materials and installation order in the amount of $1349.00 We were told that it would all be done and finished in a week. The installation should only take 4-5 hours or so. The installation was scheduled for Tuesday June 1. Our check was cashed a week later.
The installer called about 9am that morning to notify me that he would be at our home soon but needed to stop and Home Depot for supplies. He said to expect him in about 30 minutes. An hour and a half later he called to tell me that he forgot something at the office and had to go back to the warehouse and pick it up. He finally arrived that day around 1pm with another installer. This installer's name was ************** and during his time at our home repeated told us how we didn't need to contact Empire for any other work because he could get us a much better deal through him and the people he works with.
He stapled our floor down along the edges - telling us that that is how you install flooring now because it's the best way ( I don't know . I believed since he was your installer he must know what he was doing.). He and his fellow installer informed me that I could not walk on the floor for at least 24 hours. They even made sure to point out a small area that I could walk but no where else.
The next morning when I could "walk" on the floor is when I noticed the horrible job that was done. The laundry room ( one of the areas I supposedly couldn't even get to in order to look at) was cut 1/2" short of the wall. The was a large star shaped tear along side the doorway from the laundry room and kitchen where the installer had glued it back. The Staples that he placed in the floor were so far away from the wall that we wouldn't be able to cover with the molding/quarter round. The floor had huge air bubbles in it and anytime I sweep the floor it would roll along with the broom. The vinyl would create waves and rolls when my computer chair was rolled on it as well. I called that very day and filed a complaint ( Ref#1-556817376).
I was told by customer service that they would have to schedule for the "review" installer to come out and determine if "it really needed to be completely replaced or if it can just be repaired". I was told that you only have one person who is qualified to determine these matters and I would have to schedule a time with them. The time was scheduled for him to come out on Tuesday June 8th. We would be his first stop that morning.
June 8th at 9am ( after I called to determine where the installer was) I received a phone call from the installer, who in broken English informed me that he wouldn't be able to be at my house for at least another 2.5 more like 3 hours. I asked why since I had things I needed to take care of. He told me that he had other customers to take care of first and that he wouldn't be there for another 3 hours. I verified with him that he would be there around 11:30am or 12:00pm and he once again repeated that it would probably not be til 12:00pm. I told him that I would run my errands and be back to meet him then. I got home at 11:20am to find a message on my machine. The installer had gotten there at 11:10am and left stating that we had to reschedule. When I called and my husband called we were both told that the installer could not come back out that day. We were told that we should have stayed at the house that it was our job not your company's to arrange our schedule around them. Once again we were told that he was the "only one" qualified to check the floor to see how bad it was --- they would not send a manager or anyone else out.
After called again, my husband took off Friday June 11 to be able to have installer come out to look at the horrible installation that had been done. ( Ofcourse this was a different guy. Not the "only one" installer that I had dealt with on Tuesday.) This installer confirmed the installation was completely unacceptable and arrangements were once again made. Because our family vacation / daughter's National Dance competition was the following week, we scheduled for the replacement installation to be done on Tuesday, June 22. ( The first Tuesday after getting back.)
I received a voicemail message this morning ( June 22) at 8:15am stating that your company couldn't preform the installation today and it would have to be rescheduled again. The vinyl for the order was some how left off the truck. It was left in the warehouse in Atlanta, GA. When I called back and spoke with ********* in the local office, I asked why it hadn't been shipped before now and held locally for this job. "Well that's not how we do it" was the reply I got. She told me that it was standard policy to order and ship the supplies/merchandise the night before the job. The order should have been placed and shipped into the local warehouse/holding dock to make sure all supplies were ready for the job but when I mentioned this, she once again told me that was not how you handle it.
After crying and letting her know how I was upset because this has been on going for a month now, she said she could "put a $100. credit to our bill for the inconvenience". I made sure to let her know that I had already paid in full and the check had been cashed and I still don't have my floor done. She never even acknowledged that she or your company were sorry for all the trouble. When I asked for the address and name of a person to contact, I was given this email and told that I might just have to keep sending emails. I couldn't talk to anyone or get a physical address.
I have since contacted the sales representative who sold us the floor to notify her that I will not be ordering the hardwood flooring that we had discussed and I would never recommend Empire to anyone because of everything we have had to deal with and the way we have been treated.
My washing machine, dryer, and stove are now out on my front porch. My refrigerated, dining room table, boxes of pantry items, and computer file cabinet, computer, etc. are all in my living room. My china cabinet, computer desk and various items are in my garage. I have been living like this for a month now because of these circumstances. I just got back from a weeks vacation and have laundry to do and now I can't even do that today.
I want a FULL REFUND of my money. I don't want to have to deal with any of this or your company anymore. I intend on contacting the Better Business Bureau and filing a formal complaint. I will not be doing any further business nor will I recommend Empire to anyone else because of the way we have been treated.
If you need more details or further information to facilitate the refund of money you can reach us at ********** home # or my husband's cell number of ************. We can also be reached at the following address: