- Report: #1238429
Complaint Review: Empire Today - Nationwide
Reported By:
UNHAPPY CONSUMER -
Apple Valley, Minnesota, USA
Submitted:
Updated:
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Author Confirmed
Why?
Empire Today
Nationwide, USA
Web:
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Empire Today ANGRY CONSUMER IN MINNESOTA Eagan, Minnesota Nationwide
FLOORING NIGHTMARE
In Spring, 2013 Empire installed a defective and inferior hardwood
floor that was later found to be OVERPRICED. Within the first year cracks
appeared on the boards and continued to worsen. An inspection was completed and
determined that "the particular lot of floor boards was defective". I
was told other customers with the same flooring had experienced "worse
results" than mine. Empire replaced the floor with an "upgraded"
product in Spring, 2014. To my surprise and dismay in Feb, 2015 (less than a yr)
cracks appeared in the new "upgraded" floor. Another inspection was
done in February. Humidity readings were not an issues both times. My
thermostat is regulated between 68-74 degrees. I am careful to clean the floor
with a dry Swiffer and to wipe up spills right away. It was interesting to hear
one of the inspectors mention "possibly too thin of a veneer, your home
has settled so no concern there, and no moisture issues." They even
noticed a board that led them to question the installation and stated they
would check with the installers to see what type of equipment they used. They
said they would get back to me and did not. I called and was told that the
cracked boards would be replaced (12-16 at that time). However after 2
CANCELLED appt by Empire to replace boards, 12-16 boards became 40-45, along
with boards that now wave, sink and split (I have pics). Empire had an
independent inspector come out April, 2015 (very unprofessional, rude and 4-5
calls to sched a time that worked for HIM). Of course, no one called me back
after the inspection and I followed up with Empire, beginning of May 2015. I
was told that the boards were sched to be replaced. I inquired about the
inspection and was not given the results. I then stated "so, you are going
to replace 40-45 boards now in a dining/living room, hallway, and 2
bedrooms?" (This has the beginning of a total replacement!) I was then
transferred to the General Manager. He scheduled an appt to inspect the floor
himself. He was timely and stated he would do what he can. He genuinely seemed
concerned. It was FINALLY decided the floor would be replaced AGAIN (3rd time)
and that the only thing they ask is that I do not chose the same product. That
was no problem! Install was sched for 6/24-6/26/2015 (3-4 weeks ahead of time
to avoid any problems with product not being here and getting the right
installers). The product was delivered to my home on 6/19 to acclimate (this
had not been done the other 2x) and the installers stated they would see me on
the 24th between 7:30-8:30 am. I arranged to take time off from work (3 days).
This is on top of the previous time taken off to "replace boards"
that was twice scheduled. To my dismay I was called around 7:30am on the day of
installation stating the installers would NOT BE AVAILABLE! My house is prepped
for a floor to be installed (furniture moved downstairs, etc). No reason was
given except that the installer is unable to make it. This is UNACCEPTABLE! I
was told I would be reimbursed for my work loss for the day but will not hold
my breath. I asked for a refund of my original purchase and was told this is
NOT possible. I left messages with the General Manager on 6/24 as to what would
be acceptable to me for install and FINALLY a message was left on my voice mail
at 5:44 pm stating he "was out of the office all day but working on
finding installers to install my floor on 6/25 but that it didn't look good and
most likely will need to be resched" and that he "will call me as
soon as he finds something out." On 6/27, I am still waiting for a phone
call! I didn't realize they cancelled ALL 3 days! The bridge is now burned! At
this point the only resolution is a full refund so I can go to a reputable
company that provides a quality product and quality service. Today I brought
the EMPIRE product sample to a local flooring expert and was AMAZED at the poor
quality of Empire's floor! PLEASE DO YOUR RESEARCH BEFORE BUYING FROM EMPIRE
