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Report: #1452234

Complaint Review: Empire Today - Odenton MD

  • Submitted:
  • Updated:
  • Reported By: Sierra — MD United States
  • Author Confirmed What's this?
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  • Empire Today 1879 Lamonte Ave. Odenton , MD United States

Empire Today Empire Today - Baltimore Regional Distribution Center Poor Installation with No Repair Odenton MD

*Author of original report:

Floors Fixed; however no contact on Credit

*UPDATE Employee:

Empire Today, LLC.

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Selecting Empire Today to complete my hardwood flooring project has been the biggest mistake and nightmare to date. My install date was scheduled for June 19th with a completion date of June 19th, as I was having the hardwood install in the family room only. The install ended up taking 3 days to complete and the job was not completed to satisfaction. During the install I called Empire to inform the company of dissatisfaction; however, informed them I would give the contractors a chance to fix the issues at hand. The contractors didn't fix the issues at hand with the lead contractor apologizing for the time it was taking as his colleague was not as experienced. After the job was completed, the contractor understood I was not happy and stated he would come back to fix the issues just submit a ticket with Empire.

I called Empire to inform of the many issues with the install, as the amount of money for the "higher end" flooring and the poor job of the install has caused many headaches. Empire stated they would send an inspector out to go over the issues with the install. To my surprise, the inspector was the same contractor. I informed Empire this was a conflict of interest to send the contractor to review their own work. The inspector verbally noted all the issues at hand and took the report. I never saw what was written down, however I called Empire the same day of the inspection to inform customer service of my issues with the install to ensure Empire was aware of my concerns.

During my many calls to follow up on the issue, I later discovered the contractor did not write down all the issues in which I suspect was due to the fact he didn't want his supervisor to be aware of the poor install job. I informed Empire sending the same contractor to inspect his own work was a conflict of interest. Empire's representative then informed me this was normal protocol to which I informed her I did not want the same contractor to come to my home to fix the issue he should've fix during the original install. After being on hold for at least 20 minutes, the call was eventually elevated to Ms. Stephanie the Floor Manager at Empire who informed me she noted my issues and my request to not send the same contractor. I was informed the contractor's supervisor would call me and schedule another inspector and to have a contractor come out to fix some of the issues. The supervisor never reached out to me and no follow up was scheduled until I called Empire to make yet another complaint.

July 17th is when the contractor/inspector was scheduled to come to my home. I received an auto call from Empire confirming the contractor was scheduled to come to my home early in the morning. After no call from the contractor or sign of the contractor all day, I called Empire at 4:17 PM/EST and asked what the status of the contractor was. Empire called the contractor who stated he was in traffic and would arrive to my home at approximate 5:30. The scheduled time came and past and I received a call from the contractor at 5:56 PM/EST stating his GPS says his arrival time is 7:45 PM/EST and asked if I would like him to reschedule or still come. Given I have been waiting all day, I informed he may still come and explained what the problem was. He was under the impression only 1 plank needed fixing and I informed him the information he had was inaccurate and the issue was bigger than that. I understood he wouldn't have all the materials to fix the issues at hand; however, explained I rather he still come out to at least take a report of the issues to ensure the follow up meeting was prepped accordingly.

I later received a call from Ms. Carmen, contractor's supervisor, at 6:33 PM/EST going over the issues and my frustrations of not having my floor fixed for almost a month now. She said she instructed her contractor to come out and take pictures and the report and provide it to her directly. I informed her that was fine. I then received a second call from Ms. Carmen at 6:57 PM/EST informing me the contractor called Empire to inform Empire that the job was bigger than he expected and didn't have the materials to meet my expectations of fixing the flooring. According to the contractor's supervisor, Empire informed the contractor not to come out to my home and that they would contact me to schedule the head inspector, Miguel, to come inspect the floors. Based on his findings Empire will then decide how to move forward.

Empire has been a huge inconvenience as I have to contact Empire several times, taking off work, staying in my home all day just to have a cancellation/reschedule at the last moment. I have several tickets with Empire on the poor installation and compensation for the inconvenience and believe this issue will never be resolved. At this point I have no choice to elevate the issue to a legal way.

 

This report was posted on Ripoff Report on 07/18/2018 04:52 AM and is a permanent record located here: https://www.ripoffreport.com/reports/empire-today/odenton-md-21113/empire-today-empire-today-baltimore-regional-distribution-center-poor-installation-wit-1452234. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#2 Author of original report

Floors Fixed; however no contact on Credit

AUTHOR: Sierra - (United States)

POSTED: Thursday, July 26, 2018

After much back and forth, Empire contacted me on 07/18/18, Mr. Charles, to apologize for the horrible experience and to set a time to have my entire flooring fixed. We scheduled the new set of contractors to come on Friday, July 20 and he informed me he would call on Monday to see how things went and to discuss my credit for the inconvenience. I enjoyed the new crew as they saw the poor job the previous contractors completed and explained to me everything that was wrong and why it was wrong. The crew were courteous, efficient and ensure the floors were installed to my satisfaction.

I awaited my follow-up call on Monday (07/23/18) and didn't receive it, I contacted Tuesday (07/24/2018) and the Empire Representative attempted to reach Mr. Charles and was unable to do so. She informed me left a message for him to contact. With no return call from Mr. Charles or Empire, I called Empire again on Wednesday afternoon (07/25/18) and was on the phone for 29 minutes with much of that time of being placed on hold once I received the agent. I felt this was an attempt to have me hang up; however, after the poor overall experience I have had with Empire I remained on the phone the entire time. The agent informed me she couldn’t reach Mr. Charles, left him a voicemail and this time provided me with a reference number. She informed me I should receive a call within 24 hours. The call was made at 2:15/EST and with the long hold, we will see if I receive a call by 3:00 PM/EST.

I guess it will be another month before I am contacted about receiving a proper credit on my account for the number of additional days I had to take off work and the hardship of contacting Empire for over a month to fix my floors. Lesson learned to never use Empire for my next 2 projects.

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#1 UPDATE Employee

Empire Today, LLC.

AUTHOR: CustomerSupport - (United States)

POSTED: Wednesday, July 18, 2018

Dear Sierra,

We regret to hear that your concerns have not been addressed. We'll be in touch with you shortly to start working on a resolution.

Thank you.

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