Empire Today Can't get response to certified letter, e-mails or phone calls Home Office, Northlake Illinois
We had laminate floor installed in our entire house in Feb. 2006 and we have a low spot that we tried to get fixed before the floor was completely done and installed. You guessed it, it was never fixed.
After numerous calls to the 800# and the local Orlando office we were finally told that it was our responsibility to level out the floor at our cost but they would remove the floor and reinstall it after we have it fixed. Of course we never were told that the floor was too low for them to fix before it was installed and we needed to hire someone to fix it. This needed to be done before they completed the job because we cannot take any other time off of work for this to be done.
Our salesman SOLD us on the fact that Empire Today removes the old carpet, fixes all low/high spots before installing, and it won't scratch or squeak, which we have a scratch where they moved our entertainment center and the floor squeaks a lot.
He also told us that they do NOT hire outside contractors, everyone works for Empire Today. However,we were told by the guys installing the floor they were outside contractors.
I also spoke with our salesman on March 3, 2006 and he stated the floor should have been leveled before installing by Empire Today and he would personally come and look at the floor. Well, it's March 22 and I have not heard one word back from him. He was to call March 4 to set up a time to come and see it??
I sent a certified letter to Empire Today on 3/10/06 and have not heard anything back. I tried to get a name from the 800# of who to send the letter to and was told to send to Customer Service she could not supply a name. I later found the name of Mike Hatak on Complaints.com and this website and tried calling the number he listed 888-588-2315 ext 3992 and it states that extension is not valid, so I hit 0 for the Operator and it states that Operator is not available?? I also sent 2 e-mails to him from the address listed on the complaint website and have heard nothing. How do you get someone to respond to your complaint from this company?
At this point all we want is a discount on our floor. That's all, nothing else. I have outlined the amount we feel is fair in the certified letter and I will be happy to get that letter in the correct hands if someone would just contact me.
Dj
Clermont, Florida
U.S.A.
4 Updates & Rebuttals
Randall
Bethany,Oklahoma,
U.S.A.
Wrong use of words
#5Consumer Comment
Thu, December 07, 2006
Did anyone notice that the generic response from Empire Today has the wrong word used? They state that the reports were posted "unanimously" and I believe that they wanted to say "anonymously". Just an observation.
Dj
Clermont,Florida,
U.S.A.
Helen Brown Empire Today you wouldn't help me
#5Author of original report
Sun, June 25, 2006
Helen you replied stating how concerned you are about my letter and you don't like unhappy customers but I have already talked to you and you told me it was our problem and you would not apply a discount for installing the floor with a huge low spot.
Your saleman Barsi had offered to come and look at it twice and no showed and I also sent him a certified letter and I have heard nothing. All you care about is taking people's money and not satisfaction. It all makes sense now why you needed the money in advance. EMPIRE TODAY IS A HUGE RIP OFF
Contact me if you truly want to have a happy customer. Trust me I won't hold my breath.
Sinatra
Northlake,Illinois,
U.S.A.
Empire Today
#5UPDATE Employee
Tue, May 30, 2006
Dear Valued Customer,
Thank you for your postings on www.ripoffreport.com. As the advocate of Empire's Customer Issue Resolution Center, it is my job to make sure that we achieve complete customer satisfaction. I was truly disappointed to see that you have been dissatisfied with your recent dealings with our company.
Please understand that I was unable to look into this important matter further or contact you because your postings were done unanimously. I am sure that we can resolve your concerns, as we are committed to providing quality customer service. We maintain a customer service telephone number specifically to work with our customers to address their concerns in a prompt and professional manner. Please call us toll-free at or 800-588-2300.
Sincerely,
Helen B.
Resolutions Specialist
Empire Today, LLC
Dj
Clermont,Florida,
U.S.A.
Empire Today BIG, BIG RIP OFF--Don't hire them
#5Author of original report
Wed, March 22, 2006
I filed this report today 3/22 and actually heard from a Helen Brown but nothing has changed......all we wanted was a discount on the laminate they installed because of the huge low spot that we tried to get fixed the day after they installed it but they did not fix. She kept saying the installer did the best they could of fixing the low spot but it's our responsiblity to have the floor evened out. Again we were never told this at the time of installation, it's hard to get something fixed that we don't know about. Our salesman told us how they level out the entire floor before installing!!! But then our saleman told us a lot of things that are not true about Empire Today. We wanted it fixed the day after they installed it......it's now been 1 month.
Our saleman said he was giving us this great deal on our floor and the only way he could give us the price if we promised to give him 2 referrals. At the time, that sounded ok, even though we thought their price was high, but we thought since we were dealing with a high quality company and floor, that was ok. HA....I would never ever recommend this company to anyone!!!!!!
They have offered to reinstall the floor as long as we pay someone to level the floor, so that means coming out and tearing up the existing floor and we hire an outside contractor to fix it.
We cannot take off more time from our jobs for our floor and if we have any kind of service that we have had in the past from Empire Today we may be off for weeks. The one thing that would have made us happy was an adjustment to our bill and we would live with the floor. They refuse to make the adjustment.
We will never use or recommend this company again!!!!
Some people may think they have offered to fix the floor, but really they haven't offered that, they have only offered to reinstall it after we get the spot fixed, which all we wanted is the opportunity to get it fixed when they were installing it.
We just don't have the vacation time to take off again for our floor?????
Again, we will never recommned this company to anyone and we'll tell everyone how very unhappy that we are Empire Today!!!