• Report: #389723

Complaint Review: Empire Today LLC

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  • Submitted: Mon, November 10, 2008
  • Updated: Fri, November 14, 2008

  • Reported By:Bolingbrook Illinois
Empire Today LLC
333 Northwest Avenue Northlake, Illinois U.S.A.


*UPDATE EX-employee responds: I worked for the d**n Company

*Author of original report: Empire's Bill Allivato

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Our order of laminate flooring and stairs was installed on 9/26/08. Immediately we saw a problem that the stair nose was about 1/2" higher than the stair itself - quite dangerous for a busy stairway. After approximately 6 more appointments where we took the day off work only to have installers not show up, show up with the wrong product, show up to repair our "carpet", or show up and shrug, we were able to FINALLY speak with an Installation Manager, "Bill", who agreed to replace the stairs with a wood/oak product as they did not have a laminate product for the stairs.

After scheduling several more futile appointments where nothing was done, an installer came with wood products. The stair color/model we ordered looks wonderful and matches the floor. The nose of each stair, is a different model, different color and does not fit.

After scheduling several more futile appointments of people showing up with exactly the same wrong product that they installed on our stairs, "Bill" the installation manager was supposed to PERSONALLY come out and resolve the problem (he didn't show), he told us he would personally instruct the installer and make sure this was finally resolved. Of course, on yet another Saturday after spending an entire day waiting for the installer - he again showed up with the wrong product. Bill is no where to be found, of course. Christy Caputo, the helpful, perky customer service representative genuinely tries to cover for Bill - but he's hopeless. She promised that Bill would AGAIN call us first thing Monday morning. Still waiting.

The last installed advised us that the manufacturer of the stair color/model we ordered does not make stair noses!!!! They've been wasting our time, messing with us for nearly TWO MONTHS - did they think we wouldn't notice!!!!

We've received weekly "customer satisfaction survey" phone calls from Empire, who appear to be concerned with customer service - in reality, there is no manager that will speak with you or resolve your problem or issue. You will deal with nice people at Christy-level who are polite but can do nothing but again take down your information.

Calling the Corporate headquarters and leaving messages for the VP of Customer Relations doesn't appear to do any good.

If you want to take alot of time off work, be extremely frustrated, throw away money, and spend several months doing it - then Empire is THE place for you!

Bolingbrook, Illinois

This report was posted on Ripoff Report on 11/10/2008 12:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today-LLC/Northlake-Illinois-60164-1604/Empire-Today-LLC-EMPIRES-GROSS-INCOMPETENCE-OR-MESSING-WITH-US-Northlake-Illinois-389723. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

I worked for the d**n Company

AUTHOR: Jim - (U.S.A.)

Peter, your story is way too common. I worked at the Northlake call center before it closed. Right now I believe they have a call center in El Paso, TX and Junction City, KS. What the Customer Service agent does is a SR aka Service Request. Its an electronic email, that notes your complaint, and sends it to the local market. Your assigned a number, that is all you are to them. I tried many times to help customers, not even my supervisor could help them. They already have your money, so I suggest you report them to the Better Business Bureau or threaten to use a lawyer. That might increase your chances of getting a adequate response.
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#2 Author of original report

Empire's Bill Allivato

AUTHOR: Peter - (U.S.A.)

Bill Allivato is the installation manager that repeatedly promises to call us - and does not; who blew off an appointment with us, and keeps promising to 'personally oversee' that the correct product is installed on our stairs. He has not once delivered on a promise.

In reading these ripoff reports - I see that Empire always responds claiming that these reports are anonymous and to call their customer service office (!!which we've repeatedly done - most calls unreturned!). This report is not anonymous - our full information was provided to ripoff report. Plus, how hard would it be for empire to look up a floor/stair installation on 9/26/08 in Bolingbrook with someone whose first name is Peter????!!!
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