A year and seven days ago I had Empire today install laminate wood flooring. Approximately three days ago I noticed several gaps in the laminate that had appeared in my floor. I contacted Empire Today and was told that since my warrenty had expired they had no plans on doing anything about it. Basically too bad oh so sad for me.
I spent all day on the phone and finally got to the office of the President. I found the person in charge of the Maryland district and he said he would send someone to "look at the problem". Normally I would have to pay a "trip" fee since I was out of warrenty (by a whole three days I might add), but he would wave that.
Today as I waited for the team to come look, there was a copy in the mail addressed to me with Empire's installation policy. Underlined and highlighted was the fact that Empire only warrents installation for one year. This after agreeing with me to wait for the team to come look at the issue.
Finally an installation team showed up and the head installer was unable to determine why the boards were seperating. He suggested I contact the manufacturer. When I did so they promply turned me back over to Empire Today.
I filed a grievance with the Better Business Bureau today and got another call from Empire stating that they would replace the defective boards. However they can not guarantee a color match. This is no real solution as I do not want a floor with boards that do not match. They are coming friday March 2 and we shall see what happens.
I would not recommend this company to any consumer. They are happy to take your money but if there is a problem you will have to create a huge stink to get any action, and even then the action you will get is questionable.
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