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| - I highly recommend you do not use Empire Today, ever. We made the mistake of scheduling a quote and signing a contract before we read these reviews. Here is a short synopsis of what we dealt with
Our sales rep was Johnathan. The service manager in our area was Ryan and the warehouse manager was Stephanie. They all lied to us. Multiple times.
We had luxury vinyl plank and carpet installation. They scheduled 2 separate installs, one for each. We added a room for the carpet installation after the initial quote and contract. We were told multiple times by Johnathan that the "price was the same" despite knowing that we added a whole room and finding a mistake he made on the initial quote. He told us he would follow up with the final numbers after he came out to redo the quote, but never did. It took multiple calls to customer service to get the correct numbers. It was $1500 more. We were fine with it, we were not fine with being lied to.
The vinyl plank flooring installation was first. They showed up about an hour and a half late and were at our house for over 10 hours. They brought the wrong color trim and didn't bring enough trim to finish the job. There were 2 areas with noticeable gaps about 1/2'' each that my wife pointed out during the final walk through. When she refused to sign the completion paper because of the issues, the lead install guy got livid. I was not home at the time and got home about 10 minutes after they left. They told her they would be back in 2-3 days to finish. They never called and never showed up.
We had to call customer service, report the issues (which the installers never even mentioned) and schedule a time for them to come back out and finish. They scheduled it the same day the carpet team was to come out. The first date of install for carpet was rescheduled, the night before we talked to Johnathan the sales rep and he assured us the "best" flooring team was still coming out the next day to fix and finish the vinyl plank despite the carpet being rescheduled because they "didn't have enough in stock". Well no one showed up and when I followed up with customer service I was told no one was on the schedule for us that day, even though we were told by Johnathan while he was looking at the scheduled they would be there.
Another reschedule for the carpet because of "not enough being in stock" and another no show for the flooring team. After that reschedule the carpet guys came out the next week and did a great job. The flooring guys never showed up.
After talking to customer service the day after I was told we were not on the schedule again and told me they had them for a day 3 weeks down the road that I had never agreed to. It was now 6 weeks past the intial installation of the floor. We had been lied to by Johnathan. At one point I talked to Stephanie, the warehouse manager who assured us she was sending a great team with multiple sets of trim to get the right match - another lie. Then there is Ryan, the service manager - who after multiple attempts to reach him and voicemails, never returned our calls once. I gave them an ultimatum. I said I was no longer going to be calling to reschedule and follow up. They had 2 weeks to come out and fix the flooring or I was calling my credit card company and putting in a grievance for the charges to be removed since they were not making good faith efforts to fulfill the contract signed. I gave them a date and said they need to show up by then or I would have the charges refused and get someone else to fix their sloppy job or just rip it up and put a new floor down. Either way, after 2 weeks they would not be allowed back in my house. They called me back 2 days later with a date. I told them the date was fine and reiterated, if they don't show up, I will not be calling them and will move forward. They finally showed up on that date and replaced the trim. So almost 3 months after the initial install, the job was complete. The final trim job wasn't very good, but I had enough of Empire and was not following up anymore. I also wasn't going to waste my time fighting for the $75 credit they told me they would give because of the rescheduling and the no-shows. They never applied it. Just another lie.
All in all. The company is terrible, the Pittsburgh team is very bad and I would not recommend anyone using them ever.
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