Empire Today - Sacramento

They installed engineered hardwood in my office and did a GREAT job. Then the carpet that was supposed to be installed on the stairs and upstairs hallway was scheduled for the following day. They asked to reschedule for the following Wednesday. We were reluctant but finally agreed if the job could be completed in the morning. They agreed. However when the call came from their 'recorded announcement' at 7:47AM it informed us that the installers were on their way and would be here in between one and two hours. At 9:47AM the installers had not appeared. I waited until 10:30AM and called their customer service. They noted that we had been told that the job would be done in the morning ... but they also informed me that the installers were delayed because they had to complete another job first. I called several of the service numbers that had been left by the installers who did the hardwood installation and finally got another customer service agent who agreed to have the "installation supervisor" call me 'right back'! This was at 11:45AM. By 12:30PM the 'supervisor' had not returned my call. I tried to call him (from the numbers supplied by the hardwood installers) and got his voice mail. I tried to call the number on this sheet for the "General Manager" only to find out that his extension was no longer in service. The "installation manager" did return my call at about 12:35PM and was not all that cordial. I have to admit that I wasn't very 'friendly' with him either. He finally informed me that the "independent contractors" who do installation work for "EMPIRE TODAY" are not always able to be counted on to work on a schedule ... and that these people would be 'on their way' and would arrive at our house within 40-minutes. The installers showed up at about 1:50PM ... somewhat later than was promised by all of the people at EMPIRE TODAY that I have dealt with. They finished their work at about 9:00PM. They did a not-so-fair job of cleaning up after themselves. The installation job of the carpet on the stairs was not top notch quality. Although my wife is satisfied with the color and texture of the carpet and is willing to accept 65% of the carpet job (the upstairs hallway and the main part of the stairs) ... I am not satisfied. And I would hope that Home Advisor no longer recommends EMPIRE TODAY.

I was happy with the carpet but the installation was terrible.

Empire was just the Best. The estimater was on time as well as the installation team. The estimator brought carpet samples where everywhere else wanted me to go to their 'showroom' to pick out caroet. This wad SO MUCH BETTER. It made it easier to see wgat would go with the area that the carpet was to be laid. Looks great!

The installers worked very hard but it seemed like the scheduling was haphazard and customer service was lacking

Make sure they cover their feet when walking out of the project area onto other areas.

Ed was very good at showing us the different floors and explaining them. He did not presser us with "this quote is only good today". The men that installed the floors were here before we were told they would be on the first day. They got right to work and know what they were going. The second day, they were here when they said they would be. They cleaned up after themself each day and left me with beautiful floors. I did the whole house but would call them again if I every have a need for more floors.

the communication was lacking between me, the customer, customer service and the installer.

The floors look great although, there was a very fine dust that we had lots of trouble getting rid. What a mess!

Bad communication before installation. They rescheduled my appt. from a Mon to a Fri which was not going to work for me. When I tried to get in touch with someone in my area no one answered the phone and I called apprx. 20 times. Only the national call center did. once to salesman made the sale he wanted nothing to do with us. However the installers did a fabulous job, the called before they came, were neat , professional and very courteous.

Iggy was prompt, efficient and professional in all aspects of our transaction. I would highly recommend him.

There scheduling is a little screwy. But they work very hard once they had arrived.

Salesman, Tim, came out and measured my house for installer's and pricing. He seemed like a real nice fellow. After trying to coordinate with him around a painter's schedule, we came up with a date to install the carpet. The painters came and did their thing and left and it was time to bring in the carpet! Carpet installers arrive on the date promised and "Tony", their lead installer follows with the carpet. Immediately it is determined that the measuring was off (short) by enough to do the stairs. I am there because that carpet and painting and a few other minor things need being taken care of to sell the house and then I fly back to Boise, where I now live as soon as it's all completed. So they determine that there's not enough carpet to do the entire job and we have to reschedule for a week later. This forces me to extend my stay in Modesto for several more days, costing me about $300 in extra time with the rental car and flight change charges. Okay so the new day arrives and "Tony" brings the amount of carpet that was short on their first visit! Just that! No other carpet! So now they have enough to do the stairs and nothing else! ARE YOU KIDDING ME? (NOTE: "Tony" didn't realize that this was the same job as the previous visit.) So, by now, I have hired a person to come and open up and close up my house for EmpireToday LLC and he and "Tony" agree on a THIRD date to install my carpet! That day comes and everything is good to go and "Tony" and his crew almost get the job done but, after more than 12 hours they decide to leave, make a new schedule date to complete the job. 4 DIFFERENT VISITS TO GET A ONE DAY JOB COMPLETED! Several days later they finish the job. ALLELUIA!! During all of this, I reached out to my salesman, Tim, to see what he could do and he said he could do nothing. I also tried to reach a person at EmpireToday LLC and after many attempts and my calls not being returned after leaving messages, I finally spoke to "Lisa". She made some calls and was instrumental in getting "Tony" aware of my frustration. To this day, no one at EmpireToday LLC has ever returned even one of my calls. But, thanks to "Tony" and "Lisa", they managed to eventually get the install finished. I salute those two people! The rest of EmpireToday LLC can go fly a kite and I will NEVER hire them again! By the way, this was the second time I have hired EmpireToday LLC. They installed carpet at another house, some five years earlier in Livermore, Ca and did an awesome job! Different office and employees I guess! Never again!

Excellent work and expediate

Good. Install was good but they had to come back to do some corrections.

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They rescheduled me 3 different times. Lied to me. Played phone tag for a month. Worst experience ever

Carpet was installed in 2 days !