Empire Today, LLC
Bad Customer Service - Hardwood, Tile, Carpet

The salesman stated that they have really good customer service. After the installation of our new flooring in the bathroom, the toilet started to run since it had a leak in it from being moved around the room for the installation, which the company is not liable for according to the contract. Apparently, my husband decided to contact the company to get it fixed and explained to them the situation and everything. Rather than resolving the situation over the phone, the CSR dispatched someone to the house to check out the issue. The paperwork that the representative had stated only toilet issue and to dispatch someone out. I felt like I wasted my time, the installer's time and Empire Today's time in coming out to our house to go over this issue.

Also, as I was looking at the damage clause in the contract, it states that the company is not liable for any unintentional damages to pretty much the house and the property (it was a huge list of items). I can understand with some things that it is hard to say who should be responsible for that damage. There are other things that would be considered as an unintentional damage, but I believe the company should take more responsibility in it. For example, what if the installer accidentally dropped the toilet while he was moving it into the shower or break the shower door in the process? I understand that he/she was not intentionally trying to damage it, but at the same time, the company should take care of that kind of physical damage to the property in some shape or form. It is pretty obvious that a representative of the company physically damaged something. That damage clause should be reworded somehow. It does not make sense for me as a consumer to be responsible for something that got damaged by an installer that is very obvious that the person broke it, whether it be intentional or not.

Company: Empire Today, LLC
Country: USA

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