Empire Today

Terrible - the new flooring was installed and removed twice (3 floors have been installed, 6 installers have been to the house problem has still not resolved. When putting down the laminate they ruined the vinyl in the kitchen. Empire said they would put laminate in but I would have to pay for "labor". How can the BBB give them an A+ rating with all the complaints they have received?

Terrible company. Sales persons are fraudulent. Carpeting products are terrible and look horrible after very short period of normal use (i.e., 6 months). Sales person (Sean Owen) came to house with a lot of samples. My number 1 goal was to not have a carpet that looks bad (i.e., crushed; matted; worn) due to high-traffic. The sales agent specifically picked out recommendations based on that concern. I went with one of his recommendations. He stated that the warranty covers for fiber loss over a certain amount and crushing based on a certain measurement. Only catch was that you have to have it professionally cleaned before they can initiate the warranty. 6 months later - carpet looks terrible in the master bedroom. Very crushed, matted, fiber loss, etc. I have it professionally cleaned and cleaner mentions that it looks like it's 5-year old carpet and that it was either used to begin with or there's a defect. I call Empire Today customer service. Three months later (after follow up) they send out someone who spends 5 mins looking at it. Then I receive a call (another month later) that it's a "high-traffic area" and the warranty doesn't cover matting in a high-traffic area. No definition of "matting" or "high-traffic area" given. Simply that it's not covered by the manufacturer and it's not a installation issue. Terrible company - go with someone else at all costs, because if you go with them you WILL get a terrible product.

They were good. They did a good job. They were very friendly.

The first installers showed up and said the Luxury vinyl plank would not work since there had been ceramic tile and hardwood in two rooms. The LVP was much thinner and there would be a huge gap between the floor and front and back doors. The Empire guy who only sells the product but obviously has no other knowledge, did not know that. I called Empire guy and he said ok no problem you need to choose laminate, that will be thicker and we won't have an issue. We rescheduled then they called to tell me the laminate did not arrive from their Atlanta warehouse so they would come tomorrow. This was after I had dropped off my dog for boarding. The next day the installers did show up but they told me the same thing---the laminate is also too thin-there will still be a big gap. Twice I moved all my things upstairs and took my dog for boarding. There is a disconnect between the person who works for Empire and the installers. This was a complete waste of my time. They called me that afternoon to tell me they had a solution. That I could pay an extra $1500 to have a sub floor installed under those two rooms and that would solve the problem. After that I had no faith that anyone there had a clue what they were doing. And if they really wanted to try again they should have offered to install the subfloor on their dime. I have never been so disgusted.

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