Update - The installers finally showed up this morning. They wanted full payment in advance for installation. I told them that I would hand them a check once the carpet was installed. The installers called their office and a woman informed me that they would not install the carpet unless they payment was collected in full. Offered half of the balance up front and and payment in full on satisfactory completion. She refused and claimed there was no general manager currently at that office. I then called and spoke to the supervisor at the corporate office. He also claimed there was no alternative but to pay up front. I even offered to drive to my bank and withdraw cash before they started and was told that Empire doesn't accept cash. I offered several options to try to resolve the impasse and they refused them all. After a half hour conversation with Mark at the corporate office in Houston, his only option was to say, "We will take care of any problems; you have my name and number." THEN HE WOULD NOT GIVE ME HIS LAST NAME! They are refusing to reimburse my deposit, even though they have "no-showed" twice and refused to work with me in any way to alleviate my concerns about paying for the installation in total upfront. I'm going to have to go to court to get my money back. Do not do business with this company! read more

Started off well with Salesperson Janet Harrison selling us 3 flooring products for installation the following Saturday.( $6500 of products and Installation-kitchen floor, 15 stairs, 3 bedroom and hall way upstairs). Installation was confirmed twice by Empire for Saturday. THEN they started waffling..."can't install it all on Saturday", "Our installer says he can only do 500 Sq.ft. per day", "we'll get it done on Monday and the following Saturday", "its not reasonable to expect us to get the entire job done in ONE DAY", "I don't know why you were promised install in one day", "it'll take 7-10 business days to get your $600 deposit credited back to your Discover card". Empire had the lowest prices and now I know why...they are crooks who take your deposit immediately and THEN will not follow through on their word. And they keep your money. RUN RUN AWAY FROM THIS EMPIRE TODAY company. read more

I just love my floors. They made such a difference in my home. I was very impressed with your workers and workmanship. I cannot wait to get my stairs completed. Thank you! read more

We have used Empire Carpet before without an issue. We had a representative come to the home to try and match the carpet that Empire previously installed. We found that the carpet was discontinued. That was fine, we reviewed alternate options and found two possibilities. The salesperson advised both were good options, but for a couple of hundred dollars more we could get a longer warranty and a better grade of carpet. We agreed and went with the more plush, more expensive carpet. At no time did the salesperson advise this would not work with the tile to carpet transition. When the installers came in to install, at no time did the installer advises there would be an issue with the installation. Once the carpet was installed we noticed a dark brown plastic piece where the transition from the carpet to the tile occurred. When we questioned the installer, they advised it was the carpet we chose and they thought our salesperson prepared us in advance. This DID NOT happen. We told the manager when we released the installers that we were not pleased but would see if this would "grow on us". When it did not, we called the customer service team. Their response was " since you did not refuse the install...Your salesperson wasn't trained to tell you...Don't know why the installers did not stop work to advise or tell you in advance...if you need anything fixed or changed we will handle at a charge..." After 30 years in customer service and sales - I would be FIRED if I spoke to my clients like this or treated them indifferently. I will not use them again and I will be reporting them to the better business bureau! read more

Empire Today - Transition from tile to carpet. Did not match, installer only had this. Response from Customer service: go to home depot & fix yourself... - Carpet Installation Near Me

So impressed with Empire Today! They installed hardwoods in our bedrooms and they look great. The sales associate that came out gave me different ideas and I honestly thought hardwoods would be too expensive and we also had to match the hardwoods in hall and living room. He was knowledgeable and friendly. The installers took their time and did a great job and the price was awesome! Would highly recommend! read more

Was shown a carpet sample that was 3/4" thick by the sales person. I asked about what padding I needed for the carpet. He responded that this was a brand new top of the line carpet that had the padding on it already . I've never heard of that. I asked three times "are you sure? all carpet needs some kind of padding right? Since the sample he showed felt good when we stepped on it _ we took his word for it and got it. After it was installed it felt like walking on concrete. We were not happy but the sales person came back and made things right by getting a new carpet put in. The problem is empire is charging me for the first carpet ($1600) that I don't have anymore. By the way, no padding on the first carpet - only 1/4 " backing. The first carpet was supposed to be installed before the holidays - it wasn't - according to their ad it should be free right? Only a rebate of $700 dollars was offered on the first carpet which leaves me with over $900 I have to pay on carpeting that was taken away by the installers. This was a classic bait and switch tactic. I will never ever use or suggest someone use empire for anything-ever. read more

One star is highly overrated. Due to a a water line flooding the house, our floor were ruining and sheetrock was damaged. After 7-10 work days to repair the damage and the interior repainted. We ordered laminate from Empire today. The laminate was to be installed by one of their independent contractors. This guy had absolutely no interpersonal communication skills what so ever. Heavy accent and broken English. During the initial installation he and his helper while moving furniture, damaged a wall after being told to take his time. He had no patience often telling his assistant to hurry up. Neatness is not one off his strengths. Glue leftovers were on the laminate , left over moulding cuttings in the grass, nails left in the carpet should have told me never to use this company again. Then about 4 months later laminate started to move. It was determined some pieces were cut too short. We notified the main office and they scheduled a date for the repairs to commence when they could find flooring and moulding since both products had been discontinued. After 3-4 weeks they called us to confirm a date. Upon arrival the installer again cut the pieces too short, he said he was going to install a transition between the carpet and laminate then glue the floor in place to stop it from moving. We told him that was not acceptable and we wanted the job done correctly. He got mad and when he stated to removed the molding, he pulled on it and broke the moulding. He then installed the flooring and told us if it warps it your fault. He went out to his truck and found out the moulding was the wrong color. He told us he would go to his shop and get another. He came back and again it was the wrong color. Now the fun begins... we were told he would call later that day. This was a couple of days before Christmas. No calls no contact. We called Turk, the installation coordinator and the national office for help. Finally we spoke with a representative at the main office in Chicago. They said someone would call us with a update. We had family arriving for Christmas and New Years and wanted them to see a finished house. but NOOOO. Nobody ever ...Now 3-4 weeks later we received a call from the Houston office to set Friday Jan 4 between 9 and 10 am for the same installer to correctly install the moulding he had broken. He arrived at 1015. He cut and installed the new moulding and started to leave. We noticed that the moulding was starting to pull away from the wall. We told him about it and he got mad started mumbling, then started saying Oh my God,Oh my God!!! He finished nailing the moulding and stormed out of the house. This has got to be the worst company and customer service ever. I would never ever recommend Empire Today to anyone. I filed a complaint with BBB to address these issues. The only offer made by Empire carpet was an apology and nothing else. BBB has closed the file on this as unresolved due to me not accepting an apology as a final resolution. If this an example of how the corporate office attempts to resolve an issue like this, I would recommend this company to anyone...... Update wrote letter to CEO in Chicago hoping to get some type of feedback. No reply from anyone from the upper management of Empire Today. Am very very disappointed. Again I would not recommend them to anyone. read more

I don't know why this thing forces us to give a star even. Requested install for today Tuesday, August 30th. They called to tell me they weren't coming and earliest they could do now is Thursday and have taken 0 ownership of their botching of my job. Would never recommend to anyone and for anyone interested let's all call the BBB together just to have their supposed stellar rating with them removed there as well. They truly deserve nothing for being so rude and unprofessional. read more

I wish I could rank them a negative 10. The installation 'experts' were rude and brazenly unprofessional. I'm still waiting on my refund. DO NOT BUY ANYTHING FROM EMPIRE IF U VALUE UR TIME, MONEY AND PEACE OF MIND. I think I'll apply for a job there. The thought of making a living being incompetent and unaccountable for how a customer gets treated, sounds like easy money. read more

Installers came out today and did not have enough carpet. Make sure you write everything down that the salesman tells you because I had my notes for reference. I was expecting an entire roll and then some and they only had one roll, not enough for the bedroom and closet. At first the installers were telling me that the carpet was under measured until I told him I measured myself and so did the salesman.Then they wanted to install some of the carpet and come back later to install the rest until I told them the carpet has to come from the same lot or they won't match. So the installers left and I called customer service who put in a work order. Someone is suppose to call in the next few days. Meanwhile, am told they need to order from Dallas. read more

The carpet sample were not the same quality as what was installed in our house. I have several investment properties we are renovating, and I will not use Empire every again! read more

We have used Empire twice so far. Once for hardwood and carpet and most recently for vinyl wood composite flooring. Both times the salesperson and installers did a great job and were respectful, friendly, and willing to answer any of our questions. Highly recommended. read more

Do not get your floors done from this company!!! The sales guy lied to us and said he could have the job done in one day and when the guys got here they said it was gonna take 3-4 days to do it. This because the company is more concerned with selling jobs than they are with finishing them in a timely manor. Once you've signed the contract your left to deal with however they want to do your job. When I called the crews manager and complained that they weren't doing what the sales guy promised he said the sales guy lied to us. That same manager then called the crew and told them to stop working until they got the payment up front. Since when do people get paid for a job that isn't even finished?? I would never recommend this company to anyone. Just look at all these bad reviews.. read more

We had carpet put in last year by empire. I really liked them. Price was great, product was great, it was done fast and efficiently. I called them back for some additional flooring and got a different salesman,Troy Cremona. WOW! So honest, so friendly, so helpful! The price was so incredibly good I sent him to my moms, a few houses overand she is doing new flooring also! They will be doing window treatment for us next year. I cannot say enough good things about this company. I have not been let down. I have been in customer service for 11 years and it is crucial to treat your customers like gold. This company does that! Thank you!!!!:) read more

We are so grateful to Empire Today for a job well done! They just installed laminate flooring in our living room and it came out beautiful. We researched every company out there and decided to pursue Empire Today. We are SO glad we did! The experience was great from beginning to end. The sales person was fantastic, never pushy and very nice. The installer was fantastic and with 17 years of experience under his belt, anyone could tell. All my friends and family members that have seen our floor are extremely complimentary of the final work they did. I'd recommend Empire Today over anyone out there, hands down...they're the best! read more

If I could give Empire negative stars, I would. I just needed carpet replaced in one room before Christmas. The in-home consult was okay but everything went downhill when I tried to get the actual installation done. They kept promising that they could accommodate my schedule but never did. After a bunch of calls and broken promises, and several wasted hours due to 3 missed appointments, an installer finally showed up with not enough carpet to even cover the room. What a joke! I wish I'd seen these other reviews first. read more

ZERO STARS!! The only good job these people did was the selling and the charging. They were very fast and efficient for that. Once I paid the advance and signed the contract, which stated that the installer would come on July 5th to measure my windows again (I do not even know why the guy who did the quote measured them if that was going to be useless), and it stated that my window treatments would be installed on July 19th; weeks passed and I did not even receive a call from the company. The installer did not come on July 5th, I did not even receive a call regarding that so I called the man who did the quote to check in on that. The installer came a few days later and told me he had no idea of when the window treatments would be ready, and the someone from the company would call me. That did not happen, so I called on the week of the 19th and they told me they would only be able to do it on Thursday, August 4th, and they gave me an 8:00 am-6:00 pm timeframe. They told me I would receive a call in the morning telling the estimated time the installer would be here, and to call if I did not receive by 10:30 am. Since I did not receive a call before 10:30 am, so I called, the lady was extra nice and she did her best to help. However, after being on hold for a few minutes, she told me that the marketer had told her that they tried to reach earlier to tell me that the installer was not available today and they needed to reschedule for next week, not tomorrow, next week. I understand that emergencies happen and that the installer might have had one, but the company should have a system to prevent that from affecting clients, it is difficult for me to believe that they only have one installer in a city as big as Houston . She said that the marketer did not give an exact day and asked what day of the week I had nothing to do. I have things to do every day and it is hard for me to be able to stay all day home waiting for people. I asked if they could do it Monday after 1:00pm and she said no because it would be hard to coordinate with the installer. So, I am supposed to adapt to them and be flexible but they cannot do that for me? Not even after having failed me again? These people do not care about the customers, and the only thing they are efficient at is charging you. I am absolutely displeased with their services. I will let you know if I ever get my window treatments. read more

I am very pleased with the new floors installed in my home. I am please with the quality of the products. My new floors look amazing- I am happy and pleased with my choice of products! I am especially pleased with the professionalism provided from the installers. The installers were courteous and worked diligently. We felt very comfortable having them in our home. (It is very hard to trust strangers in one's home). Overall, I am very pleased! The only suggestion I have for Empire, is that the work day start early (8:00 a.m.)-this way the day can end early too! We realize that this may be difficult considering the location of your company, but we like early starts! Thank you! read more

I would give them a zero if I could. I went online late at night to inquire about blinds and a sales guy was here the next day on a Monday. I had to wait for a remeasure. I was told I could have them come out and remeasure on Wednesday. Since Empire contracts ppl to do the work. I was unable to get my remeasure for an entire week. This puts me a week in the hole no blinds ppl no privacy. The remeasure guy called me at the last minute and was like I can do it today is you want, I was like it was a day early so I am cool with that. He turned in my order for the next day. The sales guy said that he was charging me for 19 windows but he did not mock up 19 windows. The remeasure guy had 17 windows and 1 window treatment. I called empire's 800 number and they call the local office. They tell them to tell me they are waiting on the order. Once they make the sale you do not get any follow up calls, no one tells you about the progress of your blinds. I called the manager and he promised me he would handle my case personally and gave me his cell number. Well once that conversation took place I never heard from him again. Money hungry but not customer focused. I still do not have blinds. I am thinking about going with another company. read more

Dealing with Empire has been terrible. They schedule the install but the notes for it never made it to the installers so they show up the first time and can't do the job. Reschedule and the exact same thing happens again. Try to cancel order and find out unless I give them three days notice even though they are the ones that screwed up they are going to keep half of my deposit. So I will be out three days of work. Don't use this company! if there was a negative star rating I would use it. read more

We just signed a contract to have our carpet installed. Today the installers came to our house to install the carpet. My husband took off from work to be at the house today and tomorrow. We removed all items from the rooms with the exception of the big items that we were told would be moved by the installers. This is a typical practice as we've had carpet installed before by someone other than Empire. Today, two contractors came to install the carpet and left without notice. My husband saw them driving off and was able to stop. They said they needed more installers and they refused to do it. Now we have to wait until tomorrow to have more installers come to the house. This is very frustrating and unacceptable. If, and only if we have a better experience tomorrow I will update my post, but overall this is very unprofessional and very inconvenient. My husband took off from work and our house is a mess. If you are in the carpet business, then you should have experienced contractors installing your carpet. This is bad business practice. Now, I am very concerned about the quality of work. I will update my review if it is better or worse pending the outcome of the installation and whether we need to take further measures to get customer satisfaction. read more

It's funny. We had a terrible experience with Moe also. I'm not sure why they keep him around. He showed up to our house and said he didn't have any samples. We told him you may as well leave then you're wasting our time. Then he said he had some but the previous customers dog walked on them and they were dirty. He brought them in and they looked perfect to me. Wish I looked at all these before I scheduled them to do our floors. They are suppose to install on Monday the 30th. I'll update my review afterwards read more

They installed my flooring did not level the floors, but they charged me for leveling my floors. Now Empire's own installer says they all have to be replaced. Problem is Empire Floors will no longer take my calls to respond and take care of this. STAY AWAY!!!!!!! DO NOT USE!!!!!!!! read more

The sale where rooms come free are compensated by raising the rates of the other rooms tremendously. I was quoted $18k initially. The salesmen then called the boss several times to lower it down to $10k. I knew this was still overpriced but the salesmen insisted it is the best price I'd get. I ended up paying less than half for a great job from another company. read more

We had an appointment window from 2-4pm. At 2.30 I called and the representative could not get the service person on the phone but would call us back when they reached him. 10 minutes to 4 we called again and again they couldn't reach him. We canceled the appointment and drove home. 5 minutes after getting home the service guy called and said he was tied up with another customer and could be there in 15 minutes. No. It takes 5 minutes to excuse yourself and call your next appointment and tell them you're running late. This did not happen. THEN a rep from Empire called and said the tech said he showed up and we told him to leave, a total bald faced lie. We sat in an empty house for 2 hours and saw no one and no attempts were made to call us to say anyone was running late. If this is how they do business then I don't want them doing my floors. read more

Whenever I have a project or large purchase to make I do my research and get several quotes. I didn't go with them, but I just wanted to warn other potential customers do NOT fall for their strong arm sales tactics. Most carpet companies quote you an installed price per squarefoot. This includes the carpet, labor, and a standard padding. I knew the square footage of the rooms I wanted carpet in. For the Master bedroom the salesman quoted a price of $2400. one bedroom. In an attempt to "sweeten' the deal he said that what he could do for me was get it down to $1500. And that with approval he can get it to $1100 if I buy today. The original quote worked out to $10.86 a squarefoot. His "deal" worked out to be closer to $4.80. I didn't go with them simply because I didn't like that tactic. It was a red flag that they are more concerned with closing the deal as oppose to the happiness of the customer. I can't speak to the quality of the work..but I get the feeling that it probably isn't the best. Not to mention the salesman was direct and ask me what did he want me to tell his bosses when they ask him why he didn't close the deal. I told him to tell them the truth...that I am only in the budgeting and planning phase of my project. read more

Recently have their service, sales is nice,but installation guy are slow and just because they require to paid first before they start working..... Was try to refer empire today to my mom but not anymore read more

Wish I would have read reviews before using them. Terrible customer service. Overcharge you and then Lie and say they will give a refund and then won't. Do not use them! read more

I read the complaints (about 13) and I took a shot anyway. I'm very satisfied. The day after we called a salesman showed up and worked with us, Bradford, good guy. We had about 7200 dollars worth of flooring ordered. The crew came the day after and spent a day and a half on about 1000 sqft of wood laminate, and carpeted the stairs. Solid installation. I'm glad I took a chance, I hope more people that get good service from Empire Today will post a review. I can image that they install a lot of flooring every day, I suppose customers with complaints have a reason to post a review. read more

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Wow !!! Talk about a wonderful experience !!!! Everything that I was told was exactly how things happened. First visit was from an Incredible salesman that actually gave me helpful tools for decision making that were not based upon price. Installation the very next day with amazing results. Supervisor called to make sure during the installation that all was going well. One thing about Empire is if you have any problems at all, they are the ones you will be calling not the manufacturer ! It was a surprise for my husband who was out of town so time was of the essence. To say that this was one of the best experiences to date that we have had with ANY flooring professionals ( we have had many homes and many new floors) is not giving enough praise to this wonderful company who I will recommend and will continue to use for all of our flooring needs now and in the future. Good Job Empire !!!! read more

ok,had laminate flooring done,had bubbles popping up within 2 months. Have called repeatedly for last 3 months to get them to fix this problem and all i am getting is a run around. Since it has not been repaired the whole floor is covered in bubbles and popping up. We will have someone call you back tomorrow is all i hear,no one calls back. I am going to have to have my attorney get involved it seems to get any reaction from these people also i am filing with the BBB tomorrow also read more

I paid 2000 dollars to have the floors in my kitchen and restroom installed. The kitchen was installed and we had them push the restroom out for 3 weeks due to us getting the sheet rock replaced. We checked to see if they had dates available before the daye achedu and they did so we booked that date. We were called the 2 days later and told they didnt have the material needed so we would have to reschedule for the original date. We went ahead and did that. The day before we were scheduled someone randomly calls and say can they come install the floors. We weren't home so they couldn't. He said he would just come the original date which was the following day at 8:30-9:00 am. We waited till 10:00 and begin to call and since then have been receiving the run around. Now were being told they didn't reschedule it like they were supposed to. This is the absolute worse company to go through. But the great thing about contracts they go both ways. I do plan on taking legal action if this isn't rectified within the proper amount of time. I have had to push back other services plumbing etc because of their inability to do what they sold to me. DO NOT GO TO THEM!! read more

AWFUL experience with Empire. HORRIBLE SALES PEOPLE, CARPET QUALITY AND FINANCING PLANS. We got some carpet installed with them a little over a year ago. The first sales person that came to the house was so unfriendly and unprofessional that we requested another sales person. He was rude, condescending, and wouldn't answer any of our questions. When we told him that we got a better deal elsewhere he laughed and started telling us that we don't know what we're talking about. The second sales person seemed to be better, but we found out differently a little over a year later. First off- the quality of the carpet is awful. We have already had to call them once to get some of it replaced due to fraying, and it's happening again in a different spot! Secondly, we paid for the carpet on one of their "sales". We agreed to finance for 12 months based on the sales person's pitch that this plan was interest free for 12 months AND that we could pay through credit card. However, he flat out lied about paying with credit card, you cannot pay with credit card. He also conveniently failed to mention that this plan that we were on would charge us ALL interest that has accumulated throughout the 12 months, on the 13th month. We were charged $1,500 of interest all on the 13th month. I understand this was in the fine print of the contract that we signed, and shame on us for not reading it. However, once again, the sales person knew this information and failed to tell us! We were perfectly capable of paying it off in full and we told him that, but he clearly wanted to sell us this 12 month finance plan and ended up costing us an additional $1,500. When I called to explain this to customer service, they took absolutely no responsibility. They reiterated the fact that we should have read the contract. I told them that I agree we should have read it. Lesson learned on trusting that sales person, and lesson also learned to NEVER use this company again. We ended up paying almost double the price for a low quality carpet. read more

Horrendous experience. The SUBCONTRACTED installers had to come out 4 total times to our house because of poor work and incorrect material ordered. Empire Today has terrible communication between the sales rep, warehouse, customer service, and subcontracted installers. I could go on about the wasted hours and days off work to deal with them. Overall, I could have done a better job in a faster amount of time had I known the headaches and poor finished product. read more

I can not say if they do a good job on installation or not because their sales guy made me run for the hills. I felt like he would say anything to make the sale and I am reasonably sure he was lying his ass off. The guy mostly ignored anything I was saying or asking about and kept trying explain what a great company Empire is blah blah blah. He didn't even know a damn thing about the products he was selling either. After half an hour of him blathering on, he finally ran out of things to say and got down to the quote.. Guy says "$14,000 to carpet 2000sq ft is the regular price.. but we're running a special this week, so the price today is actually $9,000" . I'm like "no way", so he "calls his manager" to see if they can cut a deal. While he was in the middle of pleading to his manager to cut us a better deal, his phone rang!! Hahaha! My wife and I excused ourselves to another room to roll on the floor and laugh at how bad a salesman this guy was. Eventually, he came down to $6,900, then went further down to $6,000. Then, he suddenly found a coupon with another $200 off, if I act right now! I hate dealing with slimy salespeople. For all I know, they could have done a good job. I seriously doubt it, but I'll never know. read more

They came out yesterday to install the carpet. It was different installation guys but the same service - on time, clean, professional and no damage to our hardwood floors. Very pleasant experience. I would definitely do business with them again. read more

After this complaint Empire contacted me and sent the install crew back out with paint and supplies to fix all the damaged areas. I wish this would have been done in the first place but in the end they made it right. Thank you Empire. read more

UPDATED 5/16/18 The one Star review is generous at best as they deserve 0 Stars. After scheduling a carpet install they showed up on 5/15/18 and didn't have enough carpet to complete the job. They did our living room and said they would have to re-schedule to come back to finish. Tried to contact our salesman "Joe" multiple times with no reply. My wife called customer service and spoke to "Yvonne" and was told we would get a reply within 24 business hours which equals 3 business days. The next day, 5/15/18, installer shows up with no phone call, says he is there to finish. Truck with carpet arrives. They left part of the carpet at the warehouse so once again they don't have enough carpet. Installer calls and says they are sending truck back out and starts removing old carpet, installing new pad. His helper cuts his hand, they both leave for medical care and the truck comes back and drops rolls of carpet in driveway. 3 hours later I still haven't heard from anyone so I call customer service and "Danny" puts me on hold. While on hold I get an e-mail from Empire stating I now have an install scheduled for 5/16/18. I hold for 9 minutes and 32 seconds and then someone at Empire disconnects the call. I have 3 rolls of carpet and a roll of pad in my driveway, can't get to my master bedroom or bathroom and living room is full of furniture. NEVER, NEVER USE EMPIRE!!!! UPDATE! I have called 2 individuals whose #'s I had been given by the original installer, a "Ray" and "Turk" and left messages 05/15/18 but no reply. I did receive a phone call from the young man "Chino" who was the installer that he was in my driveway at 5 pm 5/15/18 and that he was sent by his boss to put the carpet in my garage. My wife received a phone call the morning of 5/16/18 that the new scheduled install would not take place today, 5/16/18, because they did not have a crew. After she impressed upon them her displeasure they said someone would be out at 1 pm to install the carpet. It is now almost 2 pm and no install. read more

Hide your valuables if you hire this company!!!!!!! The installer was very personable but i realized later that he had been snooping and broke a mirror that was part of my bathroom vanity. The worst was that he stole my handgun that was in my nightstand drawer. I called the police and gave that information to Empire and although they said they would handle it all they did was ask the installer about it and of course he denied it. There has still been no resolution after almost 2 months!!!!!!! read more

Empire Today was hired at my home for a paid installation to install tile in 2 rooms and install carpet in 4 rooms. On the first day the tile installer broke the rim the commode rested on. But when my husband spoke to the installation manager (Turk), he informed my husband that Empire Today would reimburse the cost for the Plumber to come out and repair. He gave his personal mobile phone for us to call him on. On the day the Plumber came to give an estimate of 350.00 to repair, I called Mr Turk while the Plumber was on standby and he said ok but send him the receipt afterwards. I sent the receipts to his personal mobile phone. Next the Carpet installers came out and accidentally punched a hole in the existence tile adjacent to the room that they were installing the carpet. The installation manager,Turk informed me he wanted to give them the opportunity to find the existence tile for his first option and the 2nd option would be to repair the area if they could not find the existence tile. After about a week and several attempts to call Mr Turk via texting, leaving messages on his personal phone and calling customer service but now constantly being told he is busy with a client, in a meeting or at the warehouse but will return my call..But never returned my attempted calls. I was referrals to two other upper management individuals. Gabriel Garza never returned my call even after leaving a voice message.. My attempts to reach Mr. Garza was he is busy with a client and in a meeting. He never replied to my attempts to reach out to him for now a week later. Eventually I called Customer Service and requested to be referral to another upper manager and was transferred to someone named Gerald from this phone call I was transferred to a Michelle and Jasmine in Markets. The ladies explained to me that an inspector would come out and assess the damage and bring sample of tiles that would be similar to my existence tile for me to choose from. Alvin the inspector came out and brought 12 inch Similar but not exact tiles for me to Choose from. The problem is that the existence tiles in my lower floor area is 16 inch tiles. I telephoned Customer service after the inspector visit and not I was transferred to Turk,installation manager. He told me they have 16 inch tiles and he went on to say I thought someone explained to you that we are going to re-tile your foyer area and remove a tile from your foyer area to replaced the damaged tile and my other option given is they will replace the one tile with a similar tile. Both options would leave my tiles mix/match on the 1st floor. I informed Mr Turk first of all you guys will not tell me what you plan to do in my home like I do not have a choice. My husband and I do not want mix/match tile in the lower floor area but we would like the same tile as it is throughout the lower floor area. Mr Turk informed that they have not found the existence tile and they (Empire) is not going to tile by entire lower area. I informed Mr Turk if I have to speak to an Attorney, then I will. His reply was ok. That says a lot about a company and their reputation that they can come out to your home damage your property and not be accountable. It's terrible when you have to go out and pay a lawyer to hold them accountable for doing the right thing. read more