• Report: #292328

Complaint Review: Empire Today

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  • Submitted: Mon, December 17, 2007
  • Updated: Tue, January 15, 2008

  • Reported By:Lambertville Michigan
Empire Today
502 Sunport Lane Suite 350 Orlando, Florida U.S.A.

Empire Today Slimy Salesman rips off Empie Today Customers with a Fraudulent Warrantynecessary to have Flooring installed in Kitchen and Bathroom, costing Thousands of Dollars. Orlando Florida

*Author of original report: Empire Today, Sterling Heights,MI - Took Care of my Issues

*Author of original report: update

*UPDATE Employee: Empire Today Response

*Author of original report: Empire Today-of Sterling Heights, Michigan same poor service standards, lies and lack of care for customers, no follow-up

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On May 27, 2005 my husband and I purchased Laminate wood flooring from Epire Today. The sales person told us that they would not install the flooring in our kitchen and bathroom unless we purchased the more expensive flooring which came with a 25 year waranty. The sales person said that the flooring would not scratch and if we had any problems at all, we could call to get someone out to look at the problem. Within one week of the install there were scratches everywhere, I called and talked to a customer service rep that said she would set up an appointment to have the scratches buffed out. I told her I would like to set it up at a later date. I never heard anything about again. In the summertime of 2006, I called again because the flooring had buckled (in 2 seperate rooms) I set up a time to have a technician come out and see the damage and do an estimate. I was told that the warranty would cover the materials and not the labor. The tech came out and I told him what I was told about the warranty only covering materials, he told me that if we installed the materials ourselves that it would void the warranty, that they would have to do the work as well as supply the materials. I didn't hear anything for 4 months, then I had my husband call and check on it. They sent someone out again, the man left after looking over the damage and again we still have not heard anything, it's been nearly 6 months. We have called on several occasions- but no one has any record of us calling ever before. As if they don't know that they have sent people to our home to look at this.

On November 18th, 2007, I was cleaning and noticed what I thought was something sticking to the floor. When I tried to get it up, it was the floor! The floor began chipping! I haven't called them- I only began my search to find the CEO of the Company. I can't find anything, anywhere. That's when I found this website. I have contacted the Credit Card Company who financed the whole purchase, they are going to send out a dispute form. I asked the Credit Card Company what happens from there and they said that once they receive it back they will do an investigation into why the warranaty is not taking care of these problems. I am extremely frustarated and would like some answers as to how they can get away with this, with their lack of service, care and/or poor quality of products to which they do nothing but lie to people and steal their money.

Deby
Lambertville, Michigan
U.S.A.

This report was posted on Ripoff Report on 12/17/2007 05:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today/Orlando-Florida-32809/Empire-Today-Slimy-Salesman-rips-off-Empie-Today-Customers-with-a-Fraudulent-Warrantyneces-292328. 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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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Author of original report

Empire Today, Sterling Heights,MI - Took Care of my Issues

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

On December 31st, 2007 a Representative from an outside Company, Inspect Solutions, came out and took a look at the problems I have been having with my Wood Laminate Flooring. I hadn't heard anything for a couple of weeks, and was wondering what was going on with the inspection, whenI received a call from the same woman I had spoke to on the 26th of December 2007. She told me that though they felt that the problems that I had been having with my flooring was not caused by a defective product, they would like to come out and re-install the flooring. The product that I had originally installed was no longer being used by the Company, so they would send someone out with more samle of their current product line, which also came with the 25 year warranty. We chose the color and the product was installed today.

The Contractor that did the install was very nice and offered a few helpful tips as far as care for the flooring. He told us, obviously unaware of the issues we had been dealing with, that Empire Today was one of the "Best" Companies he's ever dealt with. We had been discussing putting a new bathtub/shower in our bathroom, and he said if he were us he'd definately go with Empire, because they are the best in the business. I was really surprised after all that I had to go through to have the Company understand my concerns with MY flooring. Maybe this WAS just a "FREAK" thing and we weren't really (intentionally)treated like we weren't important, but it really did feel that way. I really hope that no one else will have to go through what we did in this situation.

I really appreciate the prompt attention to our problem, I am just sorry that I had to post it like this, for everyone to see. I really was at my wits end with this though and felt that it was just a way to vent, I really did not expect a response from Empire, nor did I expect my entire floor to be replaced. I am happy though, that the problem was taken care of...so...Thank you Empire, you really exceeded my expectations and I may just call you when I am ready for my Bathroom remodeling job.

I also just want to tell you that I think the contractor(s) sent out to do the job were commendable! Thanks again to both of you!
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#2 Author of original report

update

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

I received a phone call today abou 2:55pm from a woman named Angela regarding my flooring issues. I began asking her about the 25 year warranty flooring that I was forced to purchase because I was putting the flooring in my kitchen and bathroom. Angela told me that the warranty was for "product defects", so help me to understand why it is I had to get the more expensive flooring, I should hope that they would take care of ANY product defects irregardless of where the flooring was to be placed. My salesmen told me specifically that because there may be times when the floor might get wet, I would have to purchase the more expensive flooring which came with the 25 year warranty. I was told that I could/should claim the damage to my bathroom floor on my homeowners insurance. They are apparently sending out an outside Company ( Inspect Solutions)to reinspect the problem, as she told me that the chipping could have been caused by something heavy or sharp being dropped on the floor. Water damage to the floor is not covered- What????????? Again why the Warranty????

She said she will be geting ahold of me to set up an appointment with this outside company to re-inspect, this will be the third time we've had someone come out, we're not busy or anything- we like having to go through all of this over and over again. I guess we'll have to be inconvenienced once again by having another person come to our home to see what the problem is. I just really have very little faith in their words or their company after our continuous cat and mouse chase. We'll have to see though, I can't give up- I've spent entirely too much money and time on this issue to give up now.
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#3 UPDATE Employee

Empire Today Response

AUTHOR: Empire Today - (U.S.A.)

Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer. We are currently looking into the concerns mentioned in your post. We will contact you within the next three business days. Please feel free to contact us at CustomerSupport@empiretoday.com for further assistance
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#4 Author of original report

Empire Today-of Sterling Heights, Michigan same poor service standards, lies and lack of care for customers, no follow-up

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

I was actually dealing with an Empire Today in Sterling Heights, Michigan who failed to respond to my problems with the product. The sales people were obviousy trained through the "company policies" to lie to the potential customer in order to get the customer to purchase the priciest product and advise them of a warranty that doesn't exist, from what I have read- the same problems with the Company are everywhere. The installers are contracted out and really do not know about the Company or their services, from what my husband and I were told by the installers themselves.
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