We recently had laminate flooring put in two rooms of our home and have been completely digusted with this company. We decided to use this company because the salesman, Vincent (Rip-off REDACTED), came to our home and told us several things that sold the product. For instance, he told us the product was scratch proof and that if for some reason it did scratch the company would fix it because it had a 25 year warranty that covered materials and labor.
He went as far as to tell us that the only thing he could think of that might scratch the floor would be a crushed diamond. The 25 year warranty was a big seller because none of the local companies we contacted had this type of warranty and because we have two small children and a large dog... We figured we could not go wrong with such a warranty.
Vincent also told us that the floor had a patented locking system that made it waterproof. He told us it had been tested and the floor could have up to 5 inches of water placed on it and it would not swell. Finally, he told us that he was a salary employee rather than a commission employee and we could rest assured that he was not making any money off our job. Unfortunately we discovered very quickly none of this was the truth. Vincent had lied to us about each of these points.
Before the installation crew left our home we went through the house and had them make notes of some problem areas. The biggest problem we had was with the transition pieces that were placed in the thresholds. These pieces looked cheap and did not look good at all. The installer told us that he was not supposed to tell us this, but there were nicer pieces that could be put in the thresholds but we would have to request them.
Prior to requesting them my mother accidently caught her toe on one and it broke a peice off. This company charged us a lot of money to install flooring, however they were willing to use their cheapest thresholds and hope we were not bright enough to notice how awful they looked.
The other problem we noticed right away was that the two floors were no longer level. When we had carpeting and tile there was not a differences in the level of the floors, however now there is at least a one inch difference in the floors which looks terrible. No one ever mentioned that there would be difference in the levels of the floors.
Not 24 hours after the floor was put in our little boy pushed a wooden chair across the floor and it scratched it. Of course we were upset about this, but thought we had a 25 year labor and materials warranty that would cover it. Unfortunately when we called the company the installer that was going to come fix the floor told us that this would be our "one time accidental scratch repair."
When we told him we thought we had a 25 year warranty he informed us he had heard other customers say that they were told that by the salespeople that reprsent this company, but the warranty was a one year warranty that covered installation problems only. We also have already had swelling in the floor that did not involve 5 inches of water. I accidently got water on the floor while doing dishes and wiped it up as soon as I finshed the dishes. The next morning the floor had swelling where the little bit of water had sat for maybe 10 minutes.
We have contacted the company and had an appointment to get the scratched boards fixed (our one time accidental scratching), however the installer that was going to fix the floor Saturday at 8:30 never showed up and did not call until Monday. We have decided at this point not to have the installer come fix the floor because we are considering other alternatives.
My husband had a not so nice conversation with Vincent's boss, Jim (Rip-off REDACTED), that resulted in my husband trying to go above this person to solve the problems. He did get in contact with another employee, Mike (Rip-off RECACTED), and he made it sound as if he were going to help us. He told us he would call us back "Friday, Monday at the latest" and that has been 4 weeks ago.
We do not recommend this company at all. We thought because the company had been around a long time that it was reputable and that its employees would be reputable as well, however that has not been the case. The employees we have spoken to have been dishonest, rude, and have not helped us with the problems at all. It is difficult to get in touch with anyone and when you do get in touch with them they are not helpful and are dishonest.
We would never use this company and anytime we hear of others talking of using the company we tell them our story. We also warn people in the mall/Sam's when we see them looking at the product. To spend as much money as we did and have all these problems is ridiculous and outragous... Do not use empire!!!
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