ED Magedson – Founder
Empire Today Bad Repair job, can't get them to return to fix Raleigh North Carolina
Had Empire floors installed a few years ago. They recently gapped in two places, which became a tripping hazard in my home. I called them back because when they installed them, they promised a "lifetime warranty" on the floors. Unfortunately, this is not true and they said it would $175 for repairs. I agreed because my elderly mother lives with me and was having an issue on the floors and her walker.
They came out late and I couldn't stay for the entire install because I was already going to be over 3 hours late to work and I couldn't take the time off. My Mother's home health aide stayed with them. When I got home that evening, I checked and the repair job was worse then the gaps. Now the gaps were filled, but the floors weren't flat and, instead, created almost a peak that was even more of a tripping hazard. Needless to say, I called them back; it took three days for someone to call me back and I scheduled another appointment for them to come back out.
I took more hours off work for an appointment and the installer never showed up, so I wasted vacation time for nothing. I left numerous, numerous messages and no one ever called me back. I finally called their 1-800 number and while the people were nice, there wasn't alot they could do for me because this was handled through the local Raleigh office - who never called me back.
The next day I received a call from the installer who never showed and he said "I'll be there tomorrow." He didn't say what time, so I called yet again - never received a call back from the local people. Called the 1-800 number again and they agreed to send someone out after 5 PM because I told them I could not take any more time off work.
This morning (day of repair), I receive a call that they would be showing up either that morning or between 3 -5 PM. I called them back and said "No, you are showing up after 5 PM." - no one ever called me back. I left another message for customer service (my 7th message) and finally, when I mentioned getting a lawyer, someone named Lisa called back from Customer Service. She said that all messages went to her and I did not leave 7 messages and supposedly the installer called me on Tuesday - which is just a flat out lie because I've received all their other messages and it's a little too convenient that the one call I was waiting for was unable to reach me. Anyway, this Lisa was quite rude and unbelievably condescending and said that someone would be at my house after 5 PM today - which I will see.
My credit card company said I couldn't despite the claim until I exhausted all avenues of working with the company. if they don't show up today, I will consider that an exhausted period of time because I've spent hours of time on hold with this company and I have a job I need to keep.
Bottom line - don't use Empire Today
This report was posted on Ripoff Report on 05/08/2014 10:55 AM and is a permanent record located here: http://www.ripoffreport.com/reports/empire-today/nationwide/empire-today-bad-repair-job-cant-get-them-to-return-to-fix-raleigh-north-carolina-1145060. 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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