Empire today
Unhappy with Customer Service

Salesman Sal was great, very pleasant and easy going.

Installers were also very pleaseant however I was not satisfied with the quality of work done.

1. Not enough grout was used on the ceramic tile that was installed in my kitchen, adhesive in some spots are visible. Also in some spots there were apparently air pockets made when applying. Now that it's dried there are small holes visible. The 1/4 round molding used in front of the slider door was not installed properly, the nails used apparently struck either the tile or frame of the door so they bent from underneath, they were not flush to the surface leaving the heads of these nails exposed by 1/2 inch. Ouch! My husband and I removed it! Had to file down the grout in the corners so that we could eventually get the baseboards to lay properly.

2. The carpet installed in the basement and spare bedroom could have been pulled tighter... Yes the installation team left me the tech service bulletin (carpet seams), however I'm sure that this is a different issue. I have had many a carpet installed and have had no previous problems with seams or stretching in the past.

3. The laminate flooring installed in the basement (Den). When it was first installed they left with masking tape holding down the carpet strip while the glue was adhereing/drying. The following day when the gentleman was removing it was noticed it didn't take very well. He left and returned with "liquid nails" appears to have done the job, however if the strip is suppose to be "flush" with the flow, then his efforts were not very successful.

Products are beautiful and I'm very satisfied with them. However, I am not at all satisfied with the quality of workmanship or Customer Support.

Upon entering into my agreement with Empire Today the job was scheduled within 2 weeks which was sufficient. They refused to do any work until they physically "saw" the money order! What was up with that I'll never know, but was very inconvenient and morally wrong, doesn't provide the homeowner any leverage for when they are dis-satisfied. Yes, I would have held back the final payment on this job!

These guys worked during the evenings... Not good, last think I wanted to do was be on call for them during my office hours only to find out they would be working from 7-9 P.M. I believe had they not been so rushed to get the job done (total installation approx 6 hours over a two day period) the quality of workmanship would have been much better.

I contacted my sales rep Sal as soon as possible upon cleaning the tile floor as instructed only to notice the problem described above, then we proceeded to give all the rooms a visual and noticed the other issue also noted above. I didn't get a return call from Sal within a 24hr period. We left him another unsatisfied voice mail message and also placed a call with the installation office. We're now told to expect a call within 1-3 business days. Huh! Funny Empire staff wanted their money within the hour to do the job and yet can't be bothered with a prompt follow up call to address my issues! I've been without the use of stove and refrigerator for over a week now. Again not good! I have children and it gets expensive real fast to having to "go out to dinner" every night.

Company: Empire today
Country: USA

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