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  • I don't understand what the heck is going on with this company. I used them three times before -- once a couple of years ago to replace about 800 sq feet or carpeting in my upstairs bedrooms, then about 1100 sq feet of downstairs flooring in my old house which I have since sold. Then again last year to replace about 1200 sq feet of carpet with laminate flooring in another home we bought. I was extremely satisfied all three times. Then a few months ago, my GF want to replace the carpeting in the master bedroom with laminate, so we obviously called them again. The guy who came out to do measurements and the estimate did OK and we did not suspect any coming problems. He also told my GF that they will give her a $100 gift card if she provides a successful referral to another customer. Then the problems started: 1. We never had contact with these people again, despite about half a dozen phone calls to find out our installation date, etc. We called the sales guy, the manager, etc. and nobody would return our calls. 2. Then one Saturday morning, a subcontractor shows up to do the job. Luckily we were home and he did a great job, to our amazement. 3. My GF provided a referral to another friend of hers and told her friend to tell Empire that my GF provided the referral, which she did. Her friend also went ahead and ordered a flooring project from them and completed it. 4. We heard nothing for about a month, so my GF called Empire about 4 times, and again never received a return phone call. 5. She finally called the general manager and left a message telling him if he does not call back, we will file complaints with the BBB, the registrar of contractors, and the State of AZ. 6. The guy calls her back and tells her that she won't be getting the $100 referral gift card since she never filled out a claims form, despite nobody ever telling her she needed to do that. 7. She tells him that she will proceed with her original plan to file complaints. He then says that she will get her gift card, credited to our credit card, no later than Jan 4, 2016. 8. Today is January 5th and we have no credit to our credit card. 9. So we will give them TWO more days to make good on their commitment, and if they do not come thru, we will proceed with filing the complaints that we said we would.
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