Complaint Review: Empire Today - Stoughton Massachusetts

In July, I contacted Empire today for a free estimate on bath liners. I was told that even though I had a fiberglass tub, it was possible to line the bathtub with another bathtub over existing on telephone. In fact, operator got off the phone to make sure, and she said she confirmed that indeed they would be able to re-line the existing tub and walls.

Within a couple of days, sales person came out, stated that fiberglass could not be used for re-lining, but instead the bathtub would have to come out. She stated that some of the operators aren't very knowledgeable.

It was also determined that because of the size of my tub, that it would be a special order, and it would take two weeks before installation, not the "installed in next day" like is advertised.

An estimate was given, and a guarantee was given that full bathtub and walls would be installed within two weeks.

A week later, I called up salesgirl and told her that based on the time given to me, I would like to go with Empire since everyone else I had come to give free estimates stated 4-6 weeks or longer out for installation.

She came to my house the end of July and our order was completed. I stated that the only reason why the job was being given to empire was because of the time of installation. She reiterated that there was no issue and that the tub would be installed prior to 8/13. She put this in writing on my contract at my behest. I would not have given her the order unless she wrote the guarantee on the contract. I made it clear that any deviation from this will result in my cancelling the order.

I get a call a few days later from some woman stating that my tub was a "special order." This was discussed with me with sales person at time of our meeting. This was supposed to account for the two weeks it was going to take for installation. I called the sales person and she stated that she'd "get to the bottom of this" and that the other person probably didn't know the specifics.

I called the next Tuesday, and the materials were not in as promised. Another sales person said that the materials would be on on the 17th, and it would be installed on the 19th. I said that was fine. Sales person stated he didn't know what was wrong and that the other person shouldn't have given me the previous date.

On the 17th, I called, and the woman I spoke with said materials would be in on the 22, and didn't know why the other person gave me the date that he did.

I called on the 23rd, and the materials had not arrived yet. I was told that it would be in in a week and a half and that they didn't know why the other person would give me such a date...that this is the first time they've seen the order; very sorry, will be in soon.

On August 23rd, I cancelled my order. nearly four weeks have gone by and it'll be six before bathtub and materials would even arrive, assuming that this time it did arrive. This means I'd probably have to wait another week for installation -- so seven weeks, maybe, before I saw a new bathtub, and only assuming that it was actually installed properly.

I am now starting over with another person who gave me all of the information up front and I liked better, but said it would be 4-6 weeks out in the first place. I also know several people who are using this other company and have been very happy with them. I should have went with my instinct in the first place. I wouldn't recommend Empire for ANYTHING.

These people said anything just to get the job, and kept me hanging hoping that I'll not cancel the order since I've already invested a month into this. They thought wrong. If I do not get my deposit back by September 1st, I will then be reporting them to the attorney general's office. I will keep you posted. If you google "Empire today" and use the words "Rip Off" in the advanced search area, you'll find many, many complaints.

I'm just lucky I didn't let these people most likely cause further damage to my house.

Thank you.

Mrs

belmont, New Hampshire
U.S.A.