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  • I recently purchased hard wood flooring. The product is great but the installation was terrible. They left gaps I could run a credit card through. I one room the left a repeating H pattern. In the 2nd room they used small boards mainly, as if left overs from another installation. They put 3 12 inch boards smack dab in the center of the living room with seems so close together. There are places glue sticks up and the molding was not straight. The customer service was even worse. First they came back to my home and insulted me by saying it's supposed to be like that. I showed them the crooked lifted molding and the sprayed black caulking in the gap. They did the same in the gaps. If you knock on the floor it sounds hollow in large areas as if not adhered to the concrete. Next they sent out a quality control person that told me it needed to be replaced or compensated for, he said he would speak to his manager to take care of it. The manager called and said his guy told him yes there were gaps but he believed we were both ignorant to the product and that the seems were because it is beveled. I told him the gaps were lengthwise, so 12" and some 4ft along the edges. I sent him 50 photos of all the problems I even took a 5 ft long vertical blind slat and ran it through the gap and it stood up on its own. Finally he said since he did not agree he was hiring a professional to do a private inspection. Funny she came but left me no card or credentials so for all I know she probably worked for Empire. I tried calling my salesman and all he said is that's not how Empire does business. Well obviously it is so save yourself the time and headache and money and go someplace else. I canceled my 5000.00 carpet order that was back ordered thank God or I imagine I would be still trying to get someone to address the problem. I asked for a refund or replacement and I am still waiting months later. Very unprofessional and shady conduct. The man who came out and agreed with me was supposed to be on a conference call to discuss his findings but funny he was never available, I just got the info second hand, and nothing in writing. What a joke. The installers and the so called manager should be fired! Worst contractor I have ever worked with, wish I would have stayed with LV Flooring to finish my insurance claim but I tried to save a dime to get something nicer and turns out my kids could have glued down these boards better and straighter!
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