We had laminate floor installed in our entire house in Feb. 2006 and we have a low spot that we tried to get fixed before the floor was completely done and installed. You guessed it, it was never fixed.
After numerous calls to the 800# and the local Orlando office we were finally told that it was our responsibility to level out the floor at our cost but they would remove the floor and reinstall it after we have it fixed. Of course we never were told that the floor was too low for them to fix before it was installed and we needed to hire someone to fix it. This needed to be done before they completed the job because we cannot take any other time off of work for this to be done.
Our salesman SOLD us on the fact that Empire Today removes the old carpet, fixes all low/high spots before installing, and it won't scratch or squeak, which we have a scratch where they moved our entertainment center and the floor squeaks a lot.
He also told us that they do NOT hire outside contractors, everyone works for Empire Today. However,we were told by the guys installing the floor they were outside contractors.
I also spoke with our salesman on March 3, 2006 and he stated the floor should have been leveled before installing by Empire Today and he would personally come and look at the floor. Well, it's March 22 and I have not heard one word back from him. He was to call March 4 to set up a time to come and see it??
I sent a certified letter to Empire Today on 3/10/06 and have not heard anything back. I tried to get a name from the 800# of who to send the letter to and was told to send to Customer Service she could not supply a name. I later found the name of Mike Hatak on Complaints.com and this website and tried calling the number he listed 888-588-2315 ext 3992 and it states that extension is not valid, so I hit 0 for the Operator and it states that Operator is not available?? I also sent 2 e-mails to him from the address listed on the complaint website and have heard nothing. How do you get someone to respond to your complaint from this company?
At this point all we want is a discount on our floor. That's all, nothing else. I have outlined the amount we feel is fair in the certified letter and I will be happy to get that letter in the correct hands if someone would just contact me.