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  • We recently had a horrible experience with this company, start to finish. Most of the issues arose from the sales department which I will refer to as the conman department. I will give the installers credit. I don't like that they were subcontracted, and possibly in a position to be exploited by Empire and probably not paid very well but having to work long, hard hours. We were very happy with their professionalism and craftmanship. But, because of Empire's sales and management, these workers were put in the middle of a train wreck. 1. The salesman who was in our home and did a thorough walk through and inventory (se he knew exactly what we had regarding structure and size of flooring/stairs and furniture) made several promises. We originally wanted to break up our tile, wood and carpet and have one done, then wait a bit and have the other done so on and so forth. The salesman said they could easily do tile in one day, wood the next and then the carpet in one day. We wanted to schedule March or April. Our baby's one year birthday was on the weekend of March 3rd and we wanted to make sure we got everything done by then. The salesman said his March was booked but the weekend of Feb 24th was wide open and it would be no problem to get everything done in a 3 day span. Made it seem like there would be plenty of men on the crew to accomplish this. Not knowing anything about flooring, I took this conman at his word. In retrospect I now realize he was just trying to get a sale in quickly and get it all at once without us being able to change our mind about other sections of the house. It ended up taking 3 days for laminate, 3 days for tile and 1 day for carpet (and of course not finished by daughter's bday party). Customer service said the best they could do was give us $100 off each service to compensate us for the 4 extra days of interrupted life and screwing up my daughter's one year. 2. He also said it was Empire's policy to not hit anyone with hidden charges, so what we were quoted at sales meeting is what we would be responsible for paying Empire. This turned out to be a lie. The laminate guy was not able to add laminate to our bottom step without sawing off and modifying a part of it. Thus, we were hit with a price increase that abolished half of the total amount we were supposed to be credited. Nothing we could do. 3. And he also supposedly built in our furniture moving into the contract. And the contract still to this day specifies furniture moving. However, as with tile (2 workers and their boss helped on last day) and laminate (one guy all by himself) the carpet installer showed up alone. His order did not specify furniture moving or the take up on the particle board 'wood' in one of the rooms to receive carpet. He had to hire another guy to come help him with that, but in the mean time my husband had to take off work to help move the furniture. I am pregnant with a high risk pregnancy and cannot move anything. At this point in time I was so stressed and upset I was having heart palpitations. We do not have the luxury on top of using our entire tax refund and then some to pay for the floors for my husband to take off and lose wages. I called Empire customer service again. Was told by first rep that the furniture moving had been 'taken off' the contract and we weren't being charged for it. (again, our contract still specified moving it and we had not been asked to or given permission for changes). Then I spoke with his supervisor who told us that rep had given us misinformation and the furniture moving is on the contract still but doesn't specify 'large items' (well, forgive me, but isn't furniture usually large??). So they said they could not compensate for my husband's lost wages but could discount the carpet an additional $100. Luckily that went through. The carpet got done, my husband took off work for a couple hours. Out of this we were discounted $400 but had to pay $150 extra for the stair, so got a discount of $250 for 4 extra days destroyed, a messed up milestone bday party, and lost wages. Although the men worked very hard and did great, we found a couple minor issues. One with laminate on a stair needing caps and then a little bit of grout in the living room mixed improperly. Empire has a warranty program for issues like that but rather than dealing with them again, we will work on making the fixes ourselves. That is how much I want to be done with this company forever. 4. Choose empire at your own risk. Don't believe a word sales tells you. If they give you a time frame estimate, have that added to the contract. Have it added to the contract that you won't get hit with hidden charges. If they claim that your payment for furniture move covers all furniture, have every item listed in the contract. Or....just don't use Empire.
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