Empire Today

Exceptional in-house consultation with samples and quote that day. Scheduled installation, they called to let me know they were on there way each day. Very respectful workers. They did a little damage to our doors and door frames moving our furniture upstairs - didn't see that until afterwards.

Do not hire this company. They run a scam. They come out to provide a bid and after they measure your house, and write up the bid, they make you pay $50 to ‘hold the pricing’ and make you sign a bunch of paperwork that they say is a requirement to get the bid. They quickly go through each page say this is just an agreement that the quote we provide is for the flooring you’ve picked out. They also said we could get our$50 back if we cancel the order. I cancelled the order and they refused to refund my money. Buyer beware!!

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TL;DR: The entire experience was miserable - measurement mistakes, scheduling mistakes, blown installation windows, lack of responsiveness, and ultimately poor installation. Our consultant, Dave, was very friendly and I really appreciate that he came out to us twice while we were making our decision in late April and early May 2017. The installation was easy to schedule with him and it lined up with a day my wife had off, Friday, May 12. She called a few days before the installation to confirm and was told by the woman on the phone to call by 10am if I hadn't heard from someone. On the day of the installation, no one had contacted her by that time, so she called customer service and was told that she still had 8 hours left in our installation window and needn't have called in. When she persisted to inquire about the status, this new customer service representative told her that no one would be coming out that day because the company was overbooked. She was told that because of this oversight, we would be guaranteed a priority delivery the next morning before 9am. The next day, Saturday, May 13, at around 9a when she hadn't heard anything, my wife called again and was told that someone would be out by 1p which contradicted what she had been promised. The installers came at around 11a and found that they did not have enough material as Dave had mismeasured the size of two landings in our stairwell. They told me that new material would need to be ordered from Seattle but that we would be contacted shortly to set up a new installation date. We heard nothing for over a week, so my wife contacted Dave to get in touch with a supervisor and was given the email address of the Customer Service Specialist, Suesan. My wife sent a complaint outlining everything had gone wrong to that point. We waited for a response, but heard nothing for over a week. I contacted Dave on Monday, May 29, to explain that the supervisor had not responded and that we were contemplating canceling the installation as the whole process had been such a nightmare. David said he hadn't heard anything from Empire Today and assumed that our carpet had been installed. He apologized and assured us that he would take over and ensure that everything would be taken care of shortly. Dave asked my wife to take and send corrected measurements a few days later, which she texted to him on Wednesday, May 31. She heard nothing back until she received an email from Empire on Sunday, June 4, indicating that the installation would occur the next day, Monday, June 5, which conflicted with our work schedules. She texted Dave that she would be working on that date, and that any day after June 26 would work best. Dave acknowledged this, but my wife then received an email on Sunday, June 18 confirming an installation date of Thursday, June 22, also conflicting with our work schedules. She contacted Dave again, reiterated our availability after June 26. Dave replied that he would fix it, and we were ultimately given a date of Wednesday, June 28 for the installation. I called that morning to receive a installation window, and was told that Empire didn't have any available installers for that day. At this point, I was livid and complained about the service we had received up to and including this point. I was told that Empire would find an installer and they would arrive between 8-10a. They did not arrive by that time, so I called back for an update at 11:30a. I was told that the installer was going to Wilsonville to pick up the materials and then would head to our address. Though I had given her my contact information, the customer services representative called my wife at work and filled her in, also telling her that the installer who had signed up for our install the day before 'no longer wanted to commit to the job' which is why they had to 'scramble to find a new installer.' The installer showed up at 12:15p, and worked steadily until about 6p. He was friendly, but the quality of the work in places was shoddy. In seams along the carpet runner and by one of our bedrooms, the carpet was folded over unevenly, leaving crooked lines that are unacceptable. In short, aside from David and the installer being friendly, every other aspect of our experience with Empire-Today was awful.

It took a month and 4 different installers to finally get my flooring in place. First ones arrived at 5pm, took off my baseboard and put it outside, tore the carpet up, and put down moisture barrier. Second ones came several days later, only after I called and found out that the first ones hadn't told anyone the job wasn't done. They told me the concrete subfloor was too uneven for hardwood. Estimator and manager came by and said it wasn't too bad and that a certain very skilled installer could do it. He was not available for a few days and I had to schedule him even later when I could finally arrange to be home all day again. On the arranged and long awaited day, the third installer showed up, NOT the guy they had promised. He said the floor was not uneven at all but tested the moisture content (which should have been done first thing) and said it was way too high for hardwood. I had to make more calls and they told me they couldn't even get another estimator out for a week to show me alternative floorings. Well, the Internet is a wonderful thing and I used it to find the CEO's email address. Shortly after I emailed him, I got a call from a higher-up manager and an estimator was there the next day. I chose some LVP for the basement floor and we stuck with the original hardwood for the stairs. He said he could not discuss any change in price with me but would have someone call. Several hours later I get a call to schedule the installation but that person can't discuss price either. Later on someone finally calls who can talk money with me and she says that the LVP I had switched to was actually more expensive than the engineered hardwood but that they would not charge me any extra. Sounded fishy to me but my research showed that it might be true depending on what quality of each flooring was involved. At this point I just wanted it done. The 4th installers came out two business days later. While the LVP on the basement floor turned out OK, the engineered hardwood on my stairs looks awful. They used solid hardwood for the edges and engineered for the inner pieces, and they are slightly different colors and thicknesses. The installer said this is standard practice, but no one told me that beforehand or I might have chosen differently. Upon my request, they did replace the baseboard that got ruined when the first installers put it outside, but they did not replace the other pieces of trim they had taken off. So now I have work to do to finish the job. All along, I dealt with people not calling when they said someone would call, or being promised a certain person would call and getting the call from someone else. I should have gotten a very deep discount for all my trouble but instead I am stuck with the original cost for OK vinyl plank, missing trim, and mismatched hardwood stairs. I highly recommend AGAINST this company.

They've installed carpet for me a number of times and they've always done a nice job. They give you a reasonable number of samples to look at and the salesperson doesn't push you to buy something you don't need. Their pricing is reasonable and their installers are very friendly and professional.

This firm gives you a low cost offer, asks you when you want carpet installed, agrees to a near term date, and then regularly pushes out the install date. They get you signed up and then can't deliver on deadline. My realtor had 3 bad experiences using Empire with her clients. I was one of them. Neither I or my realtor was given advance instructions on prepping furniture for moving. When they came to install, it was just one guy to move furniture that included heavy desks and credenza. He and office staff said they didn't think they'd be able to get another person. I had to help move drawers out of desks and credenza and take apart the bed. Finally, they agreed to provide another person for the outset and close of the job. They wanted payment up front in full, despite showing with one guy and me not having even seen the carpet yet. When all was said and done, and lots of hassle at the outset of the install and before, the carpet went in and looks fine. But this was one of the worst customer service experiences I've had in the construction/remodel industry

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But I wouldn't go through them again because I think that they were higher than they should have been. The installation was done by people from their company, that's who I might call. I would give them an A but they don't have a company. I'd use the people that actually did the work. The people that did it were really good but I just think it was overpriced and I haven't checked around at any...which I will do next time.

They did sales and the installation but I wouldn't go through them again because I think that they were higher than they should have been. The installation was done by people from their company, that's who I might call. I would give them an A but they don't have a company. I'd use the people that actually did the work. The people that did it were really good but I just think it was overpriced and I haven't checked around at any...which I will do next time. I think the tile work was a B.

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But I wouldn't go through them again because I think that they were higher than they should have been. The installation was done by people from their company, that's who I might call. I would give them an A but they don't have a company. I'd use the people that actually did the work. The people that did it were really good but I just think it was overpriced and I haven't checked around at any...which I will do next time.

unknown

They left around 2-230pm to get more material said that they would be back soon, didn't return until after 6pm and didn't finish until 8pm. It's been a week and I am still waiting to hear something back from them, I've even called their customer service line to reach out as well.

unknown

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Update as of 07/27/2015: Our concerns have been resolved to our satisfaction.


A cautionary note when buying from Empire. I recently made a purchase
from Empire that did not go well. During this process we were not able to use
our house for 14 days. They originally promised installation would take a total
of 2 days. This did not turn out to be the case.
 
We had to replace a floor in my house because Lumber Liquidators had
provided defective and toxic materials. So, this time we decided to go with
Natural Oak Harwood. We invited Empire out to provide us a quotation.
 
The sales person from Empire came out and measured the rooms and provided
a quotation. We settled on the Natural Oak. This was called the Hamptons in their
sample book. Little did we understand until later this would become a major
problem.
 
On 5/22/2015 We signed contract for a total $8910.00 and paid deposit $1000.00.
The project according to their measurements was for a total of 900 sq. ft. of  Natural Oak Hardwood with a nail down installation.
The installation time was originally quoted as 2 days. We asked about this and
then they revised their estimate from 2 days to 2 to 4 days to complete the
project. The project start date was schedule for Monday June 1st,
2015.
 
On 6/1/2015, three workers came to our home. The brought 56 boxes of
material. When we looked at the material we had several questions. Among these questions
were;
 
1)     
The description on the boxes does not appear to
match the description of material listed in the contract. The response was that
this is the same stuff.
 
2)     
How longer does the material need to acclimate?
The response was that the material was pre-acclimated in there warehouse.
 
3)     
The boxes do not appear to be factory sealed.
Was this used material? The response was that Empire does not take back
material and it came from the factory this way.
 
4)     
Do you have enough material to complete the job?
The response was that they were waiting for 11 more boxes as Empire did not
provide them enough material. The balance would be over within 1 day.
 
During that day they were able to complete only the master bedroom. We
noticed an abundance of short pieces of material in the master bedroom. Very
few pieces were over 2 feet in length. We also had noticed that the material varied
greatly in quality. This lead us to take a close look at the materials that
were being used. Boy, did we get a surprise!
 
Upon closer inspection we discovered that this was used material from a
different job site. We had taken several pictures to document this. We then
called back to the Empire office and informed them of our findings. The first response
was a flat out denial and statement that we do not allow products to be
returned or recycle. Of coarse photographs don?t lie and we sent them a few
pictures and asked that they come out and take a look for themselves.
 
Boxes as delivered to jobsite. Note: Opened and some resealed.
 
 
 Picture of clearly used material.
Notice the yellow making which matches the outside of 2 boxes in the previous picture.
Also notice the splintered and rough edges. Ouch! I don?t want my family to be
walking on any splintered material.
Notice the abundance of short pieces. There were very few pieces over 2
feet in length. The funny part about this is that the manufactures instructions
clearly state that they recommend racking should be at least 6 inches from the
previous seam. With 9? inch pieces, that is a mathematical impossibility.
 
Material label not what was listed on the contract. How do we know we
received the correct material?
 
After a regional manager for empire came out and looked at the
material, he was surprised to learn indeed this was used material. Needless to
say our house was still like a construction zone and we were basically held
hostage by this mistake. The regional manager suggested that since the quality and
consistency was questionable that we consider an engineered solution. He stated
that the lengths would be more uniform. After a sleepless night worrying about this
and realizing that 5 rooms of our house are completely torn up, we felt that we
had no choice and reluctantly agreed to the change in material.
 
The new material arrives 2 days later. We looked at the material and
discovered it was made in China. We begin to immediately wonder if we are going
to have the same problem as we did with Lumber Liquidators (Toxic Flooring)? Another
more troubling issue was the fact that there was not price change or reduction.
It was obvious to us that this was a lesser quality material and that we should
have seen a price reduction.
 
The contract started to install this product. Again the contractor was
trying to move to fast and we noticed a few mistakes. First they were clicking
together the material and then moving on. However they were leaving noticeable gaps.
After reminding them that we should not be seeing sizable gaps they began to use
tools (banging block) on the edges and tighten up the floor properly. They also
discovered that they were again short of material. This is still a mystery to
me. Empire as a company has been in business for a long time and they should be
able to get there measurements right?
 
This job took longer than expected. The contractor complained that they
were losing money. The problem with this is that we paid for a quality job and
to be completed on time. As the job had went side ways, the contractor started
to reduce the labor on the job. On some days there was only 1 person working to
complete the job. The result is that the installation stretching out to 13
unlucky days for me. We could not use our house during this time. I also to
cancel plans to 2 weekends.
 
Here are issues in short order:
1.)   
Empire misrepresented that original material.
a.     
The material label did not match what was on the
contract. It varied from their sample book. I now think this was a bait and switch.
b.     
The material was not first grade. The material
was either used, returned or cherry picked.
2.)   
When the material was changed,  the contract was not revised to reflect change
in material.
a.     
This is not consistent with industry practices
and is a clear violation of UCC. This leads me to believe that we over paid for
the product.
3.)   
The contract who performed the install had only
been licensed for 3 months.
a.     
Installation had taken substantially longer than
quoted.
b.     
This is of concern and makes us and makes us wonder
if they were qualified?
4.)   
The new engineering material. No quality assurance
documentation was provided to substantiate that the material is safe and free
from issues that have been

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unknown

First of all Empire advertises 50/50/50 on the ads meaning 50% off on labor, flooring and pad. What they don't tell you until they arrive is that deal is only for there high end products. I was under the gun to get everything done to sell my house and they charged me what I felt was unreasonable amount of money. They had less than 800 SF of carpet to do which they charged over 2000.00 for the bathroom is less than 5x5 and they charged originally 1100 for the laminate and installation. They then dropped the price to 980.00. Unfortunately for me they were the only company able to perform the work within my time frame.
On the day of installation they were supposed to call and give me a ETA. Instead they showed up while I was still trying to get dressed for the day. They came in and stood there looking at me. When I asked them why they weren't doing something they said in broken English that they needed full payment prior to starting. I had already paid half when I signed the contract.
There were 2 workers for this install. A lead and assistant. the lead worker was a good worker and very professional. The 2nd on spent more time on his cell phone texting and talking than working. At the end of the day they had run out of carpet and said they would have to come back the next day which they did. However, I had to put the closet doors back on and they may a big gouge in my wall while doing the stairs. The laminate in the bathroom is  another story.  The sales agent told me they would remove the old vinyl and more than likely have to replace the sub-floor with plywood. They laid the new laminate right over the top of the old. I think I would have gotten a better job and paid less money had I gone with someone off Craigs List.

Their salesman was very friendly and on time with the appointments. The installation was quick and it looks very good.

There were a few problems.  The salesman told us the baseboards would have to be pulled and they couldn't guarantee they would be re-usable.  We had out choice of white or wood colored to replace.  We opted for white as they could then be painted to match the walls, we thought.  Well, the baseboards were not pulled, a quarter round was just put against the baseboards.  White with a glossy plastic finish that would have been probably impossible to paint.  So for an additional $500 they are coming out to replace the quarter round to match the laminate.  
Laminate was installed the first day.  They floor looked great but after they left I realized they had covered over the heater vent in the living room.  The carpet installer who came out the second day fixed that problem.  The carpet installer was wonderful.  He even cut the old carpet we took out to fit where my mom wanted it laid in the garage.  
There is also one piece of the laminate board that has a white piece of paper laminated into it.  It looks like a small piece of paper shredding.  When they come to re-do the quarter round, they will replace that piece of laminate with some of the laminate they left with us.
I wish they had more carpet to choose from but my mom is happy with what she chose.
Empire promised repairs and switch of corner-round on Wed, July 16th.  Called that day and cancelled because the installer was ill.  Rescheduled for Friday. (They did call later in the day to say they now had an installer available but we had already made other plans.)  So one installer comes on July 18th to replace the now two boards with white paper laminated on them.  In the process he ruins so many boards (2.5 boxes) that he doesn't have enough to finish replacing what he took up.  Further he has ruined almost every piece of transition flooring (the parts that go at doorways.) And he cannot get the boards to lay correctly.  Further, Empire did not give him enough corner-round to do the job.  Spoke to Empire at lest four times trying to get some help, the additional supplies needed, some re-assurance.  Empire finally promised to send another installer on Monday with the supplies he needed to do the job.  At this point I stopped payment by my credit card for the laminate install.
On Monday the next installer calls to say he had another job he needs to do first and will be by between 4 & 5PM.  Fine, he finally gets there at about 5PM.  Takes one look at the job and says no way he can do it today.  It will take hours to relay all the laminate.  All the furniture in the living room needs to be moved and the large rug rolled up.  He does have the rest of the supplies needed but once again the repairs are postponed.  Oh, by the way, I called and left two messages - one with customer service and one with the installation person- neither call was returned.  The current installer says Empire will call me tomorrow to schedule for probably Wednesday for this to be finished.  We are now two weeks past the original install date and still this problem has not been resolved. Tomorrow, July 22nd I will once again call Empire to get some of this problem resolved.  They have offered to half the charge they will make to switch out the corner-round.  
If only the original installers had done their job and noticed the white pieces in the laminate as well as the heater vent in the flooring, my problems would all be behind me.
Poul saves the day. Two weeks after the floor was supposed to be done, a contractor named Poul who works for Empire finally came in, relaid all the flooring and replaced all the quarter-round.  It took him all day but he even moved some of the furniture back for my mom so she could get around.  Hooray for Poul.

So once the work had started, I was told it was a large job and that it would be longer than promised. Then Ashley, scheduling agent?, took the installers off my "large" job and sent them to an "emergency" flooring job. They started working on a Monday. They worked not even half on a day on Tuesday, which means they did not complete what they should have. I was told Wednesday they had another job to do on Thursday and would not return until Friday. No way! I told them they had to finish my job before starting someone else and must be done Thursday night. After I called Ashley and the sales agent multiple times, Ashley said the installers could finish the work Thursday. Ashley was the person who scheduled the installers and pulled them for the "urgent" work. She also scheduled them for other work while on my job. I had to force Empire to complete my work before moving to the next job. The installers were professional, but they had to report to Ashley.