We moved into a new house about a year ago, the house had brand new carpet, but we prefer hard floors. No more than six months ago we had Empire come out and give us a quote as they had done our floors in our old house. We decided on hard wood and had it installed the next day. A few weeks ago a TV tray left a small scratch that was deep enough to not be the same color as the flooring. I was surprised that the TV tray scratched the floor. Then a week ago, while closing the reclining part of the couch a very large gouge was left on the floor. We called about it and were told that "everything scratches" "even diamonds scratch" and they were not going to warranty the floor! We paid $8,000 less than six months ago and they are telling us it is not covered? That decision solidifies my efforts to not only never use this company again, but tell everyone and anyone I know to choose a much more reputable company that values their customers and more importantly believes in their product enough to recognize this particular floor is inferior! The last time we purcahsed a floor for our old house, they left us with some planks incase we needed them, this time they did not. I have a 3200 sq ft house, they only did the first floor, I will call someone else for the second floor.
I scheduled an appointment on a tuesday night, it was 8:45 and no one had shown up so I called, and they apologized and rescheduled me for thursday night, same time, and also let me know I would get $50 off.. I said ok, I understand technology isnt perfect, see you thursday. Again, no one showed up. I call to speak to a manager and the worker informs me a manager will call me back within 24 hours, and the worker was just so shocked that this had happened to me twice, without the span of 3 days. he said "this is not our policy, and im shocked this has happened!" I stupidly agreed to give them one more chance and rescheduled for the next tuesday. its been over a week, still havent heard from ANY manager, and the guy that was on the way to the appointment that I called and cancelled earlier that day, informed me that "the managers are really busy, thats why they havent called you back" well so am I.. and I took off work early to be at these appointments... He tried to get me to reconsider and I told him I was done with this company. HORRIBLE CUSTOMER SERVICE!
We moved into a new house about a year ago, the house had brand new carpet, but we prefer hard floors. No more than six months ago we had Empire come out and give us a quote as they had done our floors in our old house. We decided on hard wood and had it installed the next day. A few weeks ago a TV tray left a small scratch that was deep enough to not be the same color as the flooring. I was surprised that the TV tray scratched the floor. Then a week ago, while closing the reclining part of the couch a very large gouge was left on the floor. We called about it and were told that "everything scratches" "even diamonds scratch" and they were not going to warranty the floor! We paid $8,000 less than six months ago and they are telling us it is not covered? That decision solidifies my efforts to not only never use this company again, but tell everyone and anyone I know to choose a much more reputable company that values their customers and more importantly believes in their product enough to recognize this particular floor is inferior! The last time we purcahsed a floor for our old house, they left us with some planks incase we needed them, this time they did not. I have a 3200 sq ft house, they only did the first floor, I will call someone else for the second floor.
I scheduled an appointment on a tuesday night, it was 8:45 and no one had shown up so I called, and they apologized and rescheduled me for thursday night, same time, and also let me know I would get $50 off.. I said ok, I understand technology isnt perfect, see you thursday. Again, no one showed up. I call to speak to a manager and the worker informs me a manager will call me back within 24 hours, and the worker was just so shocked that this had happened to me twice, without the span of 3 days. he said "this is not our policy, and im shocked this has happened!" I stupidly agreed to give them one more chance and rescheduled for the next tuesday. its been over a week, still havent heard from ANY manager, and the guy that was on the way to the appointment that I called and cancelled earlier that day, informed me that "the managers are really busy, thats why they havent called you back" well so am I.. and I took off work early to be at these appointments... He tried to get me to reconsider and I told him I was done with this company. HORRIBLE CUSTOMER SERVICE!