ComplaintsforEmpire Flooring
Floor Installation
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Complaint Details
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Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On may 13 2024 empire flooring came to install a floating hard wood floor in my living room. The installation hit a problem when they alerted me that they can not finish the job because they do not have the molding material to finish the job. I waited as they ask me to for them to contact me. On June 3 at 6 am empire called to let me know they would be at my house in 2 hours. The whole day went by with time wasted and errands on hold so that I dont miss the appointment yet they never came and never called to let me know no one was coming, now I decided I should call them to keep track. I called June 6 to which I spoke to the service manager ***** who does nothing but give the run around, meaning I received the number to the installer who tells a story of receiving the wrong molding while ***** states shes told him to go buy the right molding. So which is it? I get a phone call again at 7am on June 10 that in 2 hours someone will be coming to install the molding, no call no show. I called empire and the story this time was someone canceled the appointment, when I said it was not on my end they were very confused and ***** is no where to be found. On June 11 I called and this time no one answers the phone at all. This company is the worst and time and days wasted I would like people to know not to use them but more than that it would be nice for some type of refund, half off, free item or maybe even an apology. Something. Ive been offered nothing for there error. This was a $3000 install. What am I paying for. They tell me I can go to ********** to get the molding and they will tell me which one, if thats the case what money will be returned but no one can answer that question. I did not do that because I paid for a service. This company is ridiculous and getting a lawyer for something like this seems like a waste of money but may be worth it in the long run to get something in return for there incompetence.Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Had entire downstairs flooring installed (luxury vinyl plank floor type) on May 26, 2023. Was told there was moisture in my kitchen and was required to pay an additional $250 upfront which I was unaware of during my estimate, so I did and they placed a plastic lining down in the kitchen area and then proceeded to lay the floor down. Less than a year later, the floor is lifting in multiple areas, and in the kitchen the area is so bad I have to keep something over the floor because it is that bad.I am currently disabled due to a broken leg so I have to get around either on crutches or a knee scooter. I called Empire floors to report the poor quality of floor because I did get the 5 year warranty on the flooring. Had someone come out for an "assessment" on 02/01/24 and I have followed up and I was told by one of the managers that they will have customer service reach out to me with their decision to the problem & have yet to hear back.Being in the disabled condition I am in right now, It is a hazard for me to even get around my own house because of the floor lifting.Initial Complaint
12/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Empire flooring - ******** location installed hard wood floors in part of pur house and after significant gap was noted between the planks we have been asking for a resolution for 2 1/2 years. First no response then they told is we were using incorrect cleaners and now it is humidity in our house is incorrect. We have hardwood floors in other areas for 14 years with no issuesInitial Complaint
10/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The flooring that was installed has multiple issues. Unlevel flooring throughout, floor A/C vents do not fit properly due to hole being cut too large, peeling quarter round throughout, glue residue on floor from installation, gaps in flooring along kitchen walls, incomplete installation on stairs that I personally have repaired. I contacted the warranty company to file a request for repair to the flooring, sent pictures of the issues, and they sent the installer and inspector to my home to assess the flooring. I received an email stating that the issue was due to moisture and I needed to contact a contractor for repair at my cost. When I responded to question the decision, I was told to call a contractor. We purchased the warranty to ensure our flooring would be protected from any issues. The salesman stated that pet damage is covered as well and included a printout of the coverage. The warranty company will not cover anything at all, nor will they communicate with me.Initial Complaint
10/05/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Gaps in flooring should be no gaps dirt traps not happy about the Way that the dirt stays in should be like that last picture tight and no gaps please advise thanksInitial Complaint
09/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In 2020 and 2021 I had flooring placed in my home. In 2022 the flooring in the kitchen had to be replaced (free of charge) per The empire installer it was being replaced because the material is cheap! Fast forward to 2023 same exact issue, but now they want to say its due to water damage. Thats an untrue statement as I have no water damage to my flooring and the inspector said so also. There was never even water inspection done. The inspector tried to pull the floor to check the flooring underneath but its still very much so intact. Water damage would have caused the entire tile to lift. Instead its only lifting at the seams as if it wasnt locked correctly. Also when the repair for the kitchen was done in 2022 I noticed after they left that they cracked some of the living room flooring when they removed the kitchen floor. Long story short. I have had 3 bedrooms a hallway, kitchen and laundry room done and the quality is less than poor and empire chooses not to do anything about it. Instead they make up false stories about water damage to prevent from fixing things. I understand that Im outside of the warranty but the work was sub par from day one thats why they fixed it for free the first time. If empire is not willing to fix my flooring for free I would like to have my money back and go somewhere else. *** asked the company for corporate office number and no one seems to know so Im forced to write a BBB complaint. I wish I had checked the BBB rating prior to my installation because I would not have chosen Empire.Initial Complaint
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They installed the steps going one way and the floors going another I questioned it and they told me that the floors had to be done that way because theres less seems I immediately contacted the sales rep as well as the complaint department to tell them. This is unacceptable.The installers finish the job, even though I was very unhappy with it I spoke with a *************************, who stated that they are only willing to redo the steps I informed him that I was told by the installers that the steps are correct. Its the flooring that is not and if you just do the steps going against the nap and the weeds, they will rip and tear eventually and that each step **** to be done individually with which will also cause it to rip and tear, and that was told to me by the installers the day of the He said he would have a manager called me back I spoke with the manager a couple hours later I think her name was ****, and she informed me that they were only willing to redo the steps. I again reiterated what the installers told me about the problem with installing the steps the same way as the floors and that I was unsatisfied and that I wanted the floors redone the correct way, she said the only thing they would offer me was to redo the steps I am filing this complaint because I spoke to the sales rep, and I do have the text messages that he says the installers know to install of the rugs and the flooring in the same pattern direction I am not happy with Empire today, response and want my rugs done correctly I paid $900 for deposit The balance was **** I told him I stopped to check the day of installation before the job was done and will pay it once the rugs were done correctly I reiterated again to both ************************* as well as the managerInitial Complaint
06/14/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
May 6th 2023 I had Empire flooring installation of carpet and hard flooring. While the contractor was cracking up the ceramic tile they shattered my glass panel sliding door panel. I paid over $5000 for my flooring I just want them tp pay for shattering my windowInitial Complaint
06/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Last May we hired empire to install vinyl flooring in a mobile home I purchased. The initial installers never informed us that a subfloor was needed. We didn't notice until a few months after moving in. Called the company out to fix repairs. That didn't fix it so they came back out saying if we replaced the subfloor then they'd replace the entire flooring. Well they ripped out our floor and my husband replaced the areas they told us to. They came back and started destroying the floor then left. Now they're not returning any calls or texts. We want our flooring back that I paid $11,000 for. I feel like we got the runaroundInitial Complaint
03/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We had a floor installed by Empire flooring. We did not know until the job was partially completed that there would be a gap between the kitchen floor, and the den where we were installing the floor. Its not only a tripping hazard, but it is an eyesore. We reached out to Empire and they told us that there was nothing they could do. We shouldve been informed by the sales person before signing the contract that this would occur and we would have picked a different option such as a Carpet instead of a floor.
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Customer Complaints Summary
25 total complaints in the last 3 years.
7 complaints closed in the last 12 months.