Empire Today Empire Today offers Sales not Service Ill Internet
I had Empire Today install multiple flooring -- in one day. In summary, it was unprofessional, lacked any craftsmanship and frustrating due to the lack of their ability to speak English. Unfortunately my attempts to correct any of the multitude of discrepancies were ignored. What I found funny about the entire matter was that Empire Today (i.e., a representative named Natalie) actually sent out a crew within a few days of my initial complaint. They arrived after 6:30 PM, were almost two hours late and unapologetic. They had no idea of the extent of the work required and I showed them all the discrepancies (e.g., hardwood flooring, laminate flooring, punctured heating system, trash, etc.). The head of the crew was actually embarrassed, took pictures of all the discrepancies, stated they were unprepared to undertake the extensive repairs and said he would inform the local office to have them reschedule. I asked when I would hear from someone and he said tomorrow.
Needless to say I heard from no one. After another week I called Al Rivera, a sales manager, at the local office and explained what happened. He stated that he would look into it and call right back. He never called back. After another week I spoke with Natalie again and she promised to look into it and call right back. She never called back. After surfing the internet and reading the complaints, I realized I was taken by Empire Today and they were just another high-pitch-sales and no service company. I gave up on any expectation of Empire Today making things right. Since Im a disabled military veteran existing on disability, I had to pay someone else to fix all (i.e., those that could be fixed) these unexpected and unwarranted flooring issues. I paid for my mistake with the selection of Empire Today. However, I felt compelled to follow-up with a testimonial on the Empire Today web page. As expected it wasnt a positive endorsement. Within hours I was called by the corporate office (i.e., a representative named Helen). She told me she would ask about recompense. The next day she called me and said the regional office was looking into it. Helen called back the next day and stated that Empire Today would only pay for the trash removal and not the flooring discrepancies since I paid cash and had no paperwork. I requested that she have the regional office manager call me and explain why Empire
Today did nothing to correct THEIR mistakes for over six weeks. She said she would pass on the request. Within hours Tim Sherwin, the regional office manager called back. Our first conversation wasnt positive he attacked my integrity, was condescending, attempted to belittle me and was certainly uninformed. He kept referring to my alleged discrepancies and I told him to look at the pictures his crew took before he said alleged again. Tim Sherwin called back the next day and his attitude was even worse. I found it odd because he still hadnt looked at the pictures his own company took. I found him arrogant and disrespectful as well as uninformed and told him so. He said he would look into it and call sometime next week. I told him I was very disappointed with the way I was treated and being treated by Empire Today and was going to inform his endorsers, sponsors and potential buyers of my experience. His response, do whatever you want to do. MY ADVISE DONT USE EMPIRE TODAY.
Bill
Wilmington, Massachusetts
U.S.A.
5 Updates & Rebuttals
Jaded29
Joliet,Illinois,
U.S.A.
You should also take reponsibility
#6Consumer Comment
Mon, December 15, 2008
I came on here to file a complaint myself regarding Empire Today, but instead find myself amazed by some of the complaints and what people expect.
In the above complaint Bill states 'Since Im a disabled military veteran existing on disability, I had to pay someone else to fix all (i.e., those that could be fixed) these unexpected and unwarranted flooring issues.' I do not believe Empire made you pay for repairs simply because you are a disabled military veteran. Do you really think that?
I too spoke with this Tim Sherwin when my issue could not be resolved by customer care. I did not find him to be condescending, but then again I realized he WORKS for Empire Today and ofcourse would be looking out for their best interests. I never expected him or anyone at Empire to immediately see things my way. You have to have some type of intelligent information to present in order to have any company agree there were mistakes made. Also, where is your paperwork? You seem to be trying to make it sound as if it is Empires fault you did not retain this important information. If you paid cash for work you immediately saw was poorly performed, why did you not retain your paperwork? Or are you stating that you do not have receipts for repairs you had to pay for yourself? Either way you would have received receipts/paperwork that you certainly know you should have retained. What kind of reimbursement did you think you would get when you had no receipts? No company will reimburse you for anything done by someone else if you don't even have a receipt. Even if you paid cash you would have received a receipt. If you have ever made a single purchase at ANY store you would know that most do not provide any warranty or return without proper paperwork (ie receipt, order sheet).
I grant you may have had issues that were entirely the fault of Empire Today, as I certainly have, but these problems and their resolutions are not due to you being a disabled military veteran. Your problems seem to stem more from your not keeping receipts (like everyone has too) in order to be reimbursed.
Sadly complaints like these trivialize those of people with genuine issues.
Bill
Wilmington,Massachusetts,
U.S.A.
Don't cover your mistakes FIX them -- Take Responsibility
#6Author of original report
Sun, June 01, 2008
I am the home owner. Although Empire Today (i.e., Tim Sherwin) disrespectfully challenged my integrity, they apparently lack integrity. Empire Today certainly is NOT in contact with me regarding my concerns. FACT: On May 15, 2008; I was contacted by the regional office (i.e., Tim Sherwin) and was treated disrespectfully and had my integrity continuously challenged. Since Empire Today actually took pictures of all my areas of concern I asked him how he could challenge my integrity when he had proof (i.e., the pictures) of all my concerns. He said he hadn't seen the pictures and would review them and speak with me again. As of today, June 1, 2008, Tim Sherwin has not spoken with me. Additionally, on May 28, 2008 Empire Today responded to my BBB complaint: Empire Today LLC strives for complete customer satisfaction. Empire has reviewed the customer purchase order and haul away was not on the customer's purchase order. As a courtesy, Empire has offered the customer a $600 accommodation for the cost of the dumpster. My response: Empire Today is notorious for making promises and not fulfilling them. The only items that were to be hauled away were their own trash (i.e., the area they covered was new and clear with only sub floor). They certainly have integrity issues. Additionally, on May 15, 2008 a corporate representative (i.e., Helen) stated that Empire Today was going to credit my account $600.00 for their failure to haul away their trash. As of this response they have only promised reimbursement and never executed said promise. I now have pictures of their shoddy work and their trash dump pictures similar to the ones they took. If they don't want to stand behind their name, I suggest the BBB make it known to other consumers. I certainly am making it known. I believe Empire Today should invest their time in fixing their mistakes instead of attempting to cover them up.
Bill
Wilmington,Massachusetts,
U.S.A.
Don't cover your mistakes FIX them -- Take Responsibility
#6Author of original report
Sun, June 01, 2008
I am the home owner. Although Empire Today (i.e., Tim Sherwin) disrespectfully challenged my integrity, they apparently lack integrity. Empire Today certainly is NOT in contact with me regarding my concerns. FACT: On May 15, 2008; I was contacted by the regional office (i.e., Tim Sherwin) and was treated disrespectfully and had my integrity continuously challenged. Since Empire Today actually took pictures of all my areas of concern I asked him how he could challenge my integrity when he had proof (i.e., the pictures) of all my concerns. He said he hadn't seen the pictures and would review them and speak with me again. As of today, June 1, 2008, Tim Sherwin has not spoken with me. Additionally, on May 28, 2008 Empire Today responded to my BBB complaint: Empire Today LLC strives for complete customer satisfaction. Empire has reviewed the customer purchase order and haul away was not on the customer's purchase order. As a courtesy, Empire has offered the customer a $600 accommodation for the cost of the dumpster. My response: Empire Today is notorious for making promises and not fulfilling them. The only items that were to be hauled away were their own trash (i.e., the area they covered was new and clear with only sub floor). They certainly have integrity issues. Additionally, on May 15, 2008 a corporate representative (i.e., Helen) stated that Empire Today was going to credit my account $600.00 for their failure to haul away their trash. As of this response they have only promised reimbursement and never executed said promise. I now have pictures of their shoddy work and their trash dump pictures similar to the ones they took. If they don't want to stand behind their name, I suggest the BBB make it known to other consumers. I certainly am making it known. I believe Empire Today should invest their time in fixing their mistakes instead of attempting to cover them up.
Empire
Northlake,Illinois,
U.S.A.
Company Response
#6UPDATE Employee
Fri, May 23, 2008
Thank you for bringing your concerns with Empire Today to our attention. Empire Today prides itself on providing world-class customer service to all of its customers. We are currently in contact with this customer regarding their concerns. If there are any questions regarding Empire Today's products or processes, please visit our website at www.empiretoday.com.
Nancy
Steilacoom,Washington,
U.S.A.
several suggestions
#6Consumer Suggestion
Sun, May 18, 2008
First off NEVER, NEVER pay cash for something like that and NOT get paperwork of some kind. We ahve Empire Today ads on TV here is Western Washington , but I noticed on their commercial that they show the installer, albet a cartoon) putting the new carpet over the old carpet. I said that is stupid. I would never order from them.
Next time anything like this happens to you, remember NEVER pay cash, and here is a thought. Wigh YOU Tube and the internet being what it is, find some one with a video camera and take a video , or even digital pictures of the work and up them up on You tube, and contact the stations that carry their ad. That might help.