- Report: #277243
Complaint Review: Empire Today - Orlando Florida
-
Author Confirmed
Why?
Empire Today
502 Sunport Ln. Suite 350 Orlando, 32809 Florida, U.S.A.
Phone:
800-588-2300
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Empire Today, Inferior laminate, inferior customer service, lying salesmen!! Orlando Florida
*Author of original report: UPDATE It is 10/7/07 and I haven't heard a thing from this company!
*UPDATE EX-employee responds: I know exactly were you are coming from.
*Author of original report: Corporate contacted me .... then blamed me!!!!
*Author of original report: They finally did it right!
*Consumer Comment: I think we need to get together and do a class action law suit
*Consumer Comment: Emprire Needs to be stopped.
On 9/17/07 we had a salesman come to our home to give us an estimate on laminate flooring for our family room and carpeting for our bedroom. His name is Barsi.
He started out by giving us the song and dance routine, claiming that he was not like a car salesman and would give us the bottom line price for our products. He pumped up the company's reputation, their superior quality products and service. He proceeded to tell us that they NEVER used sub-contractors or day laborers.
Then we got into the type of product used, the quality and warranty. On the laminate flooring, we were told that it is the top of the line, only sold through Empire, scratch resistant, waterproof and resistant, with a 25 year warranty. He explained the testing used on the product, where they submerged the flooring in water for numerous hours and no swelling or peeling of the product occurred. We were impressed by this, and the samples he showed us looked of excellent quality. Same with the carpet.
We were looking over the color choices on the laminate, and he was pushing the Brazilian Cherry. I liked the 2 instead of 3 board look, and the less subtle graining in the floor, but we were worried it may be too dark and too red to blend with our yellow undertone oak cabinets and the gray and yellow toned kitchen flooring. The picture he showed us also looked like a red color and black color checkerboard. He assured us that it did not look anything like the picture, and that it was the most popular choice. He held up the small sample to the cabinets and to the flooring so we could compare. (As anyone with a construction background can tell you, a small 8 inch by 8 inch sample is no where large enough to determine a color match for such a large floor. Later we also found out it was the most expensive flooring they carry, hence the pushing us towards it.)
He also assured us that when they started the install, if we were unhappy with the product, to have them stop and another product would be put down instead. That and the scratch resistant, water resistant qualities of the product. I have dogs and a young daughter who does spill things. He assured us it would be fine, she could dump a glass of juice or water on the floor and we could leave it there for hours and it would not cause any damage or issues. That was the assurance we needed to agree to the sale.
He then measured our rooms and gave us our quote. $5,950.00 for 517 sq. ft. in laminate, and $1,794.00 for 470 sq. foot of carpet. I was shocked to say the least!!! The price of the laminate was extremely high, in my opinion. However they had the financing options we were looking for, and as my husband does not have time to install, them being able to install the product was a benefit. We decided to only go with the laminate for now and do the carpet later to keep the cost down. We agreed on the pricing, and he checked with the office on the financing.
We were only approved for $5,000.00. So, he asked if we could put the remainder on a credit card. We said no. So we were ready to do nothing at this point, which is where I wish it was left! BUT... he dropped $950.00 off the price so we could do the flooring. We agreed, and scheduled the floor install for 9/21/07.
The installers showed up and I explained to them what the salesman had told us. They informed us that they were subcontractors, (1st LIE by Barsi) that only worked for Empire, but they had their own liability insurance, so they could not stop the install; they had to complete the job because of the liability of leaving the concrete exposed (2nd LIE by Barsi). They also told us that Empire would not replace the product with a different color because they do not honor verbal contracts only written, so anything our salesman agreed to verbally, would be basically null and void (3rd LIE by Barsi). They finished the install by using quarter round edging along my baseboards.
I was concerned because the ends were angled and they did not look right against the edges of the door casings. They told us that was the product used and the install instructions by Empire that they had to follow. I signed off on the job, because they cannot leave until I do so. They handed me a brochure from the boxes of flooring that had the warranted information on it. The product name is Quick Step.
My husband and I were not happy and so the next day, 9/22/07, when I looked at the floor and how it did not match color wise with the cabinets, and was checker board looking, just as we feared, I called Barsi and explained the situation. He told me to call the 800 number and they would resolve my issue. I called Empire and left word that I wanted a color change as per our salesman's instructions. I got a confirmation number and everything.
This was on a Saturday, so they told me I would probably not get a return call until the following week. The sales manager Melvin returned my call, which surprised me because of it being a weekend. I explained the situation to him and told him I needed to verify the color with my husband and I would call them back the next day on 9/23/07.
On 9/23/07 I called and left a message for Melvin that yes we wanted to change the color out and fix the baseboard issue. We wanted them to bring samples so we could choose something that had the 2 board not 3 board look with subtle graining and more of a honey tone. I received a call back from Melvin on 9/25/07; he left a message with his office number and extension, as I was on the other line. I called him back through the customer service and gave them his extension where they put me through to him and we discussed the issue with my floor. He explained that it would have been better to stop the installers and they could then replace the floor because they could return the unopened boxes, but that it would be hard to do now as the floor is used, but he understood the installers liability issue.
He said that he needed to go up the ladder of command to the GM, and he was out of town until Thursday. He would go over this with him when he returned and get back to me. I did not hear a word.
Then on 9/29/07 I called back and found out the GM had just returned, and left another message for Melvin through the customer service line. Not a word. On 10/2/07 I called and left a message through customer service and got a confirmation number. The customer service person assured me they left a detailed message for Melvin to get back to me right away. Nothing.
On 10/3/07 I called the office number and used Melvin's extension to leave him a direct message where I threatened a lawyer's involvement if he did not return my call and get this new floor installed by weeks end. He finally called me back and scheduled an inspection with him, the GM and the installation manager on the next day, 10/4/07, at 3 p.m. Finally, I thought, progress!
10/4/07, Melvin showed up by himself, over 20 minutes late! My husband and I went over the issues with him and told him what we wanted. He told me the installers said that I said it looked fine, and that we had signed off and should have put on the sign off sheet the issues. I explained that I had gotten two conflicting stories from Barsi and the installers. I had to sign off so they could leave, and I did not want the problems I had to reflect on the installers because it was not their fault that the product was not what would work in our home, or that the baseboards and quarter rounds were installed per Empires instruction, and looked awful. He went outside to call someone higher up.
When he returned inside, he was accompanied by Barsi. I can only assume that he contacted him and no one else! Then he proceeded to tell me that the floor was installed per their contract and that they would not replace it. He said there was an option of us having the baseboards that match the floor installed instead of the quarter rounds, and that we could remove our old baseboards and they could replace the end pieces of laminate and install the matching baseboards, but it would cost me for the materials and labor. I absolutely refused to pay a dime more and told him so. I also pointed out the lies that Barsi told us to him and Melvin, including the fact that the baseboard option was never even offered to us!! Melvin said that he would see if he could get the materials and labor for the baseboards at no cost for us and he would get back to me on 10/5/07. I told him I needed an answer and install before 10/8 because I was going back to work on Monday, and had company coming into town on the 12th.
Everything that needed to be moved back into the family room is in the spare bedroom where my company is to sleep, so this needed to be resolved ASAP! He said he understood, handed me a business card, and he and Barsi left. His business card has a cell phone number on it and his title: Assistant Sales Manager! He is not even the Sales Manager! I was starting to feel like I was being lied to and duped again!
10/5/07 I was in the shower when my 3-1/2 year old daughter spilled a whole cup of water on the floor in the family room. She came and told me about it, and I got out of the shower and got dressed. I went in to clean up the mess (approximately 20 minutes later). I went about my business and then looked into the family room and noticed something odd about the floor. I went over and inspected the flooring. I noticed that at a seam between two boards it was starting to bubble up! The floor was only a week old!! I was shocked! I pulled out my Empire file and looked at the brochure from Quick Step and it states on Section 13) Maintenance, 5th bullet point down: Wet maintenance forbidden! I was starting to get very angry.
I went online and went to Quick Step's website and found out that there are 51 dealers of the product in Orlando alone, and none of them listed was Empire! It is a parquet floor, not an engineered laminate. Also on the FAQ section about dampness it states specifically:
Avoid dampness problems
It's better to prevent dampness than to have to cure the problems afterwards so we have the following tips:
Despite the very good damp-proof characteristics of Quick-Step laminate floors, it is not recommended to install laminate parquet in damp rooms (bathroom, sauna, laundry area, etc.) In addition, you must never (not permitted) clean Quick-Step laminate floors with water. Avoid standing water and other liquids on the floor at all times.
Not clean with water! The installers told me to clean with water and a towel or to go to Home Depot or Lowes and get a laminate cleaner. AND what about the claims by Barsi about the water resistance and the testing? I was beyond angry now.
I called and left a message on Melvin's cell phone that he had better call me to schedule a removal of my floor and a full refund. I was not going to have this inappropriate flooring in my home, especially after the lies and deception. I also told him I would be contacting the BBB and Dunn & Bradstreet, along with GE Money Bank (the financing company) and this site.
I did contact GE Money Bank and spoke with a credit supervisor. They are sending me a dispute form to fill out, and when they receive it they will put a hold on our account. I made it plain that the only resolution I would accept is a removal and refund, period. He put that into his notes and said it would take 2-3 billing cycles to get my account credited back, but that I would be credited. There will be no damage to a credit report, no finance charges, late fees or any payments owed during the process either. Then I can cancel the account and reapply for financing through an actual reputable company with the product and pricing I want!!
Now, if anyone from Empire wants to submit a rebuttal, feel free to submit one that is not a canned or automated response from someone with one name on the sign in and another, different name signed on the actual rebuttal. I want to hear from someone HIGH up at Corporate in Illinois. I want an actual person, with an actual number where they will respond to my call, and someone that will get the Orlando office to come remove the product and refund me by days end on 10/7/07. That is all I will accept, or I will proceed with a lawsuit.
I will post my issues with a lawyer, and I am sure I will have many plaintiffs wiling to sign on to a class action lawsuit! No more trying to resolve the issue with lies and inferior products, only removal and refunds will be acceptable. Period, end of discussion!
Lisa
Groveland, Florida
U.S.A.
He started out by giving us the song and dance routine, claiming that he was not like a car salesman and would give us the bottom line price for our products. He pumped up the company's reputation, their superior quality products and service. He proceeded to tell us that they NEVER used sub-contractors or day laborers.
Then we got into the type of product used, the quality and warranty. On the laminate flooring, we were told that it is the top of the line, only sold through Empire, scratch resistant, waterproof and resistant, with a 25 year warranty. He explained the testing used on the product, where they submerged the flooring in water for numerous hours and no swelling or peeling of the product occurred. We were impressed by this, and the samples he showed us looked of excellent quality. Same with the carpet.
We were looking over the color choices on the laminate, and he was pushing the Brazilian Cherry. I liked the 2 instead of 3 board look, and the less subtle graining in the floor, but we were worried it may be too dark and too red to blend with our yellow undertone oak cabinets and the gray and yellow toned kitchen flooring. The picture he showed us also looked like a red color and black color checkerboard. He assured us that it did not look anything like the picture, and that it was the most popular choice. He held up the small sample to the cabinets and to the flooring so we could compare. (As anyone with a construction background can tell you, a small 8 inch by 8 inch sample is no where large enough to determine a color match for such a large floor. Later we also found out it was the most expensive flooring they carry, hence the pushing us towards it.)
He also assured us that when they started the install, if we were unhappy with the product, to have them stop and another product would be put down instead. That and the scratch resistant, water resistant qualities of the product. I have dogs and a young daughter who does spill things. He assured us it would be fine, she could dump a glass of juice or water on the floor and we could leave it there for hours and it would not cause any damage or issues. That was the assurance we needed to agree to the sale.
He then measured our rooms and gave us our quote. $5,950.00 for 517 sq. ft. in laminate, and $1,794.00 for 470 sq. foot of carpet. I was shocked to say the least!!! The price of the laminate was extremely high, in my opinion. However they had the financing options we were looking for, and as my husband does not have time to install, them being able to install the product was a benefit. We decided to only go with the laminate for now and do the carpet later to keep the cost down. We agreed on the pricing, and he checked with the office on the financing.
We were only approved for $5,000.00. So, he asked if we could put the remainder on a credit card. We said no. So we were ready to do nothing at this point, which is where I wish it was left! BUT... he dropped $950.00 off the price so we could do the flooring. We agreed, and scheduled the floor install for 9/21/07.
The installers showed up and I explained to them what the salesman had told us. They informed us that they were subcontractors, (1st LIE by Barsi) that only worked for Empire, but they had their own liability insurance, so they could not stop the install; they had to complete the job because of the liability of leaving the concrete exposed (2nd LIE by Barsi). They also told us that Empire would not replace the product with a different color because they do not honor verbal contracts only written, so anything our salesman agreed to verbally, would be basically null and void (3rd LIE by Barsi). They finished the install by using quarter round edging along my baseboards.
I was concerned because the ends were angled and they did not look right against the edges of the door casings. They told us that was the product used and the install instructions by Empire that they had to follow. I signed off on the job, because they cannot leave until I do so. They handed me a brochure from the boxes of flooring that had the warranted information on it. The product name is Quick Step.
My husband and I were not happy and so the next day, 9/22/07, when I looked at the floor and how it did not match color wise with the cabinets, and was checker board looking, just as we feared, I called Barsi and explained the situation. He told me to call the 800 number and they would resolve my issue. I called Empire and left word that I wanted a color change as per our salesman's instructions. I got a confirmation number and everything.
This was on a Saturday, so they told me I would probably not get a return call until the following week. The sales manager Melvin returned my call, which surprised me because of it being a weekend. I explained the situation to him and told him I needed to verify the color with my husband and I would call them back the next day on 9/23/07.
On 9/23/07 I called and left a message for Melvin that yes we wanted to change the color out and fix the baseboard issue. We wanted them to bring samples so we could choose something that had the 2 board not 3 board look with subtle graining and more of a honey tone. I received a call back from Melvin on 9/25/07; he left a message with his office number and extension, as I was on the other line. I called him back through the customer service and gave them his extension where they put me through to him and we discussed the issue with my floor. He explained that it would have been better to stop the installers and they could then replace the floor because they could return the unopened boxes, but that it would be hard to do now as the floor is used, but he understood the installers liability issue.
He said that he needed to go up the ladder of command to the GM, and he was out of town until Thursday. He would go over this with him when he returned and get back to me. I did not hear a word.
Then on 9/29/07 I called back and found out the GM had just returned, and left another message for Melvin through the customer service line. Not a word. On 10/2/07 I called and left a message through customer service and got a confirmation number. The customer service person assured me they left a detailed message for Melvin to get back to me right away. Nothing.
On 10/3/07 I called the office number and used Melvin's extension to leave him a direct message where I threatened a lawyer's involvement if he did not return my call and get this new floor installed by weeks end. He finally called me back and scheduled an inspection with him, the GM and the installation manager on the next day, 10/4/07, at 3 p.m. Finally, I thought, progress!
10/4/07, Melvin showed up by himself, over 20 minutes late! My husband and I went over the issues with him and told him what we wanted. He told me the installers said that I said it looked fine, and that we had signed off and should have put on the sign off sheet the issues. I explained that I had gotten two conflicting stories from Barsi and the installers. I had to sign off so they could leave, and I did not want the problems I had to reflect on the installers because it was not their fault that the product was not what would work in our home, or that the baseboards and quarter rounds were installed per Empires instruction, and looked awful. He went outside to call someone higher up.
When he returned inside, he was accompanied by Barsi. I can only assume that he contacted him and no one else! Then he proceeded to tell me that the floor was installed per their contract and that they would not replace it. He said there was an option of us having the baseboards that match the floor installed instead of the quarter rounds, and that we could remove our old baseboards and they could replace the end pieces of laminate and install the matching baseboards, but it would cost me for the materials and labor. I absolutely refused to pay a dime more and told him so. I also pointed out the lies that Barsi told us to him and Melvin, including the fact that the baseboard option was never even offered to us!! Melvin said that he would see if he could get the materials and labor for the baseboards at no cost for us and he would get back to me on 10/5/07. I told him I needed an answer and install before 10/8 because I was going back to work on Monday, and had company coming into town on the 12th.
Everything that needed to be moved back into the family room is in the spare bedroom where my company is to sleep, so this needed to be resolved ASAP! He said he understood, handed me a business card, and he and Barsi left. His business card has a cell phone number on it and his title: Assistant Sales Manager! He is not even the Sales Manager! I was starting to feel like I was being lied to and duped again!
10/5/07 I was in the shower when my 3-1/2 year old daughter spilled a whole cup of water on the floor in the family room. She came and told me about it, and I got out of the shower and got dressed. I went in to clean up the mess (approximately 20 minutes later). I went about my business and then looked into the family room and noticed something odd about the floor. I went over and inspected the flooring. I noticed that at a seam between two boards it was starting to bubble up! The floor was only a week old!! I was shocked! I pulled out my Empire file and looked at the brochure from Quick Step and it states on Section 13) Maintenance, 5th bullet point down: Wet maintenance forbidden! I was starting to get very angry.
I went online and went to Quick Step's website and found out that there are 51 dealers of the product in Orlando alone, and none of them listed was Empire! It is a parquet floor, not an engineered laminate. Also on the FAQ section about dampness it states specifically:
Avoid dampness problems
It's better to prevent dampness than to have to cure the problems afterwards so we have the following tips:
Despite the very good damp-proof characteristics of Quick-Step laminate floors, it is not recommended to install laminate parquet in damp rooms (bathroom, sauna, laundry area, etc.) In addition, you must never (not permitted) clean Quick-Step laminate floors with water. Avoid standing water and other liquids on the floor at all times.
Not clean with water! The installers told me to clean with water and a towel or to go to Home Depot or Lowes and get a laminate cleaner. AND what about the claims by Barsi about the water resistance and the testing? I was beyond angry now.
I called and left a message on Melvin's cell phone that he had better call me to schedule a removal of my floor and a full refund. I was not going to have this inappropriate flooring in my home, especially after the lies and deception. I also told him I would be contacting the BBB and Dunn & Bradstreet, along with GE Money Bank (the financing company) and this site.
I did contact GE Money Bank and spoke with a credit supervisor. They are sending me a dispute form to fill out, and when they receive it they will put a hold on our account. I made it plain that the only resolution I would accept is a removal and refund, period. He put that into his notes and said it would take 2-3 billing cycles to get my account credited back, but that I would be credited. There will be no damage to a credit report, no finance charges, late fees or any payments owed during the process either. Then I can cancel the account and reapply for financing through an actual reputable company with the product and pricing I want!!
Now, if anyone from Empire wants to submit a rebuttal, feel free to submit one that is not a canned or automated response from someone with one name on the sign in and another, different name signed on the actual rebuttal. I want to hear from someone HIGH up at Corporate in Illinois. I want an actual person, with an actual number where they will respond to my call, and someone that will get the Orlando office to come remove the product and refund me by days end on 10/7/07. That is all I will accept, or I will proceed with a lawsuit.
I will post my issues with a lawyer, and I am sure I will have many plaintiffs wiling to sign on to a class action lawsuit! No more trying to resolve the issue with lies and inferior products, only removal and refunds will be acceptable. Period, end of discussion!
Lisa
Groveland, Florida
U.S.A.
6 Updates & Rebuttals
Tammy
Bon Aqua,Tennessee,
USA
I think we need to get together and do a class action law suit
#2Consumer Comment
Wed, October 28, 2009
I have had the same issues I am tired of dealing with this company all I wanted was my money back. They are a rip off and liars. They need to be shut down or have to pay for their mistakes.
Tammy
Bon Aqua, Tennessee
Shirley
Santa Monica,California,
U.S.A.
Emprire Needs to be stopped.
#3Consumer Comment
Mon, November 12, 2007
I have been in the exact situation as you. I too did my homework on quick step. Quick step is the cheapest floor out there. I was told the floors were carbonized was water tested for hours. I was told the sellsperson was improperly trained and did not know what she was talking about and she was no longer with them. I was told it would not swell with pets and kids. Wrong first time my lil one spilled on it swelled. I was told that they have never had a complaint about the floors. I also had a problem with the slightest thing scratching the floors. They told me I was a nightmare and I was the only one with complaints. I told them to go on here and read the complaints. We had them install 3xs. first time the installers walked off the job and never came back. the second time the floors swelled and scratched. We were told they had to reinstall because of us. Not because of the installers. They had a inspector come out and said they did not properly prepare the flloors before installing and that is why they worped. We contated BBB. Empire tired to settle before it went to a hearing. They agreed to let us get tile in place of the quick step. We had tile installed by a unexperienced contractor. My floors are uneven we trip over the squares. The installer did not speak english and was not licenced. Empire will not help us any longer. They wavied the difference in price of tile. They already charged us 8,0000. Which is already way over priced for the job. We went with them because of the financing. They wanted us to sign a waiver that we could not take legal action or contact the media on them. We refused to sign it. They also told the installers to stop the job till we signed. But the job was almost finished when they called the installers. The installers kept working.Empire told the installers they would not be paid if they did not stop the job. I told Empire my lawyer instructed me not to sign anything. Which he did. Then Empire told the guys to finish the job. A bad job at that. What can I do...? I am stuck with this crap now. I trip and fall over the floors. I cannot sell my house with the way the floors are. I told Empire I was selling and it had to be done right. I think they have a bad way of doing business and should be stopped. How many more of us are going to get ripped off by them.
Callia2
Groveland,Florida,
U.S.A.
They finally did it right!
#4Author of original report
Sun, November 11, 2007
Alphonso called me back and rescheduled the appointment with the GM, and an independent inspector for 6 p.m. on 10/24/07. On that date, the actual GM, Dan, showed up with the installation manager, and shortly after the independent inspector came. Immediately, Dan explained every one of my major concerns regarding the fraud accusations I had made. Basically when it came down to it, the installers were at fault. They didn't call in to the installation manager when they had laid the 1st few rows of flooring, to let him know whether or not we were satisfied, so in essence, they didn't follow proper Empire procedure. Because of that fact, Dan stated that they would be totally replacing our floor at no cost to us. In addition, they would send their very best installers, make absolute sure they edging blended by undercutting the baseboards, and using a different flooring, one that was new and not given to us previously as an option. They stated they would have the installers seal the underneath flooring so there would be no more damage to the joints from moisture (they said the damage on the flooring came from underneath, not from when my daughter spilled the water), they would give to us (free of charge) the starter kit which includes a special mop and flooring cleaner specifically from the manufacturer for the flooring, and they would take in our area rugs and runners (4 of them that we had cut out of our old carpeting to use temporarily in the wear areas) and have the edges bound for free. At that point, we saw new samples, which we got to make absolute sure they blended in with our existing flooring in the kitchen and the cabinetry. They floor offered was a larger plank (5 inch instead of 3 inch) and had a 25 year warranty card, that I got to see, where it states: "Unilin Flooring NC, LLC, warrants for 25 years from the date of purchase that its American Dream brand laminate flooring product is free from manufacturing defects and will not wear through, fade or stain and will resist topical moisture damage." So, after he stated all of this, and we were assured that he wanted to make absolutely certain that we were satisfied, we agreed upon a new flooring. The installers came the next day (a Saturday) and in less time than the original installers, they installed our new floor as agreed upon. The flooring matches better, the baseboards were undercut and a white shoe molding (which is smaller and less obtrusive) was installed to make sure no edge cuts were visible. They took my area rugs with them to have them bound. Three days later, on Tuesday, the installation manager called me and asked for my work address. He came to me and delivered the bound rugs and the floor cleaning kit. All in all, the floor is what we expected it to be the first time around, and finally we are pleased. We have gotten many compliments on the flooring, especially from those who saw the first floor. So, I am not sure that I would work with them again, but I feel that with persistence, they finally came up to the plate and did what they needed to do, what was right. Thanks to the G, Dan, I now have a floor as I wanted and expected.
Callia2
Groveland,Florida,
U.S.A.
Corporate contacted me .... then blamed me!!!!
#5Author of original report
Sun, October 21, 2007
On 10/9/07, I decided to call the corporate office one more time to complain, even though I had this report on here and through the BBB already. They called me back the next day and the guy, Ron, basically blamed me for not cancelling within the three day window to cancel. He explained that I would not get a refund or replacement because of the contract. HELLO?!? My product was NOT even installed until 4 days after we signed the contract!! This is a joke! They cannot conclude a three day cancellation if the product isn't even installed until after that date! I mean, yes I could cancel prior to install, but my problem is with the product itself, and the service of the company after, not just that I wanted to cancel because I was going elsewhere or some other reason! Then, On 10/16/07 I got a call from the corporate office. Alphonso called to see if he could set an inspection appointment for the GM to come out on 10/17/07 at 10 am to 3 pm. DUH?!? Both my husband and I work until at least 5 pm. I told him I could only have appointments after 6 pm or on the weekends. He told me he had to check with the GM and call me back. He called me back within 5 minutes and told me the GM was only available to meet with us for the next 2 days at 10 am to 3 pm. I politely informed him that the only time I was available was after 6 pm or a weekend, and I absolutely would not accomodate Empires schedule as I had taken off enough work without pay to have the install and the inspections afterwards, which resulted in absolutely NOTHING! He told me "Thank you" and hung up!!! I absolutely refuse to accomodate them! They need to accomodate me this time! Preferably with an EXACT appintment time! I mean, can they not have a higher up excecutive type meet with me at a set time instead of a window? That is totally unprofessional!!! AND.. I will not deal with someone who will only spout platitudes at me! I want someone who can rip the crappy product out and refund my money!!! That is all I want, not too much to ask after how they have handled my account thus far!
Chris
Chicago,Illinois,
U.S.A.
I know exactly were you are coming from.
#6UPDATE EX-employee responds
Wed, October 10, 2007
Hi Lisa, I'm sorry to hear about your experience. I worked for Empire Today for about two years as a Customer Service Representative. Your story is much too common. Let me give you an inside scoop. When you call the 1800 the Customer Service Rep can't really do anything for you. The call centers are located in Northlake, IL and Juction City, KS. All that Customer Service does is type a report and e-mail it to the manager in the orlando office. The Agent then tells you someone will get back to you within 1-3 bussiness days. I've seen many times how sales reps rip off customers, but I was never able to warn them because the calls are being recorded. I remember there was a few customers I really tried to help, my supervisor didn't even care. They told me to just send it to the local market. The Regional Manager, the highest level of management, couldn't even do anything for them because there is only a certain amount of orders they can refund. You want to talk to a CEO, forget it I don't even know his name and I worked in the d**n place for two years. Remember it is a business, as dirty as it sounds. You are just a number and there is a $ attached to you. All businesses are like that. My suggestion is that you fight it to the bitter end. I hate that company too. Best of luck. An ex-employee.
Callia2
Groveland,Florida,
U.S.A.
UPDATE It is 10/7/07 and I haven't heard a thing from this company!
#7Author of original report
Sun, October 07, 2007
It is 10:00 am on 10/7/07 and I have not heard a word from Melvin at Empire regarding removing the floor by days end today and refunding my money. I have heard nothing from them since I placed my call to melvin and left a message for him to respond on 10/5/07. I wonder what the President of this company thinks of his employees not responding to customer complaints or calling customers back when they say they will. Does he realize how many lies the salesmen tell? Or how inferior the products are? It is such a shame that these scam artists are in business so many places in our country!! I sent in a complaint to the BBB regarding this company also. My next step is to send a certified letter (exactly what I have put on this site) with return receipt requested, to Tony Pringle at the Corporate office. I also have pictures that I sent in to this site, and hopefully they will post them soon. I will include my pictures with the letter to Mr. Pringle. If there are any attorneys in the Orlando area that are interested in a case against this company, please post your information here and let me know! I think it is time someone did something to stop these people from their deceptive practices.
