rev:text
| - I had a fairly long review written (was already well in to the second paragraph and hadn't even began discussing my install experience), but decided that most people might not be interested in that level of detail. Here is the abridged version:
Sales process: Felt a little carsales-y to me. Initially quote was really high. Sales promotion brought it to a more palatable number, yet still high. Our desire to get the job done (11 years with existing flooring) had us making concessions that brought it down much lower. Our hesitation prompted the salesman to close the deal by restoring the project to our initial desires and bringing the total down to our budgeted amount. - A win for US!!!
Installation process - tile: the installation process started off a bit challenged. While the installers did begin on the day scheduled, they did not arrive when scheduled. After gaining an understanding of our request, they began removing the flooring in preparation for install. We had decided on 1/8 inch grout lines for 20 inch tile. We were assured by the salesman that it would be possible based on the quality of the tile. during the install process, we had challenges overcoming the size variance in the tile (20" tile ends up being 19 3/4" with a +/- 1/16 variance). By end of day they had installed 100 tiles (or roughly 277 square feet). While the installer did a fairly good job, his apprentice appeared to have "free-handed" the area he did (resulting in crooked and uneven lines). The installation manager, Sally, came to review the install and decided (with our approval) to switch crews. Unfortunately the new crew was not available until the following Monday (which would leave the job un-done over the weekend). She apologized profusely for the challenges and assured me they would do whatever it took to make it right. As part of this, she re-ordered the tile for the job and ordered a couple pallets more to ensure that we had enough product to complete the job. Additionally, she had the Sales Manager come out and show us some other tile (as a fall back option) in case the issue with our choice was a production run issue.
Second crew came on Monday -as promised. The lead installer, Alfredo, was not happy with the previous installers work so they ripped it all out (approximately 100 tiles). We re-visited the grout joint issue and they were very patient / willing to help us make this decision which included setting up 2 grids (one in 1/8" and one in 3/16" configuration). Seeing that it still looked great (with the larger grout line), we opted for the 3/16, and they began install. After two days we were not to the point we needed to be. The install manager made herself available and committed to visiting the job each day until complete. Tile was supposed to be completed by end of day on Friday, but was not completed until Saturday. Given that the Carpet was scheduled to be installed on Saturday, preparations were made to ensure that the two crews would not be competing for access to the same space. Tile completed and looks great. -another WIN.
Installation process -carpet: The carpet install team was quite efficient. In 11 years of home ownership (at that address), and 6 kids, we've accumulated quite an enormous quantity of things (not quite hoarder level, but still ALOT of stuff). Goyo and his crew worked around these challenges. They were able to do a room at a time (moving stuff from one to the next) and completed all of the upstairs without taking anything down to the 1st level). The carpet looks great. Unfortunately, we did have a minor casualty during the install. Our new cal-king bed frame was damaged as the installers moved it from the unfinished side of the master bedroom to the finished side. As before, Empire is doing whatever it takes to remedy this issue.
TL: DR Nobody is perfect and all people make mistakes, have "off" days, etc. Empire is no exception. Where they shine is their willingness to admit those mistakes and go to the ends of the earth to make it right. They empower their installers to make decisions that may ultimately cost the company money (ie 2nd tile installer ripped out previous installers work to do it right). No one is "too big" to take an active part in the process. I was in constant communication with Sally (the installation manager). Though she had other jobs, she committed to visiting our site each day to monitor progress. The Sales Manager visited the site to aid in selecting a "backup" tile. He also offered us the chance to upgrade to a more expensive tile (at no additional cost) if that would help to remedy the situation. The General Manager got involved early in the process and ultimately visited the site (along with Sally) to verify the work performed was up to par and facilitate the final remedy.
|