Empire Today review: Incomplete installation, price gouging, and terrible customer service

We wanted new flooring. After calling several companies and got their quotes, even though Empire was the most expensive, we decided quality over price. We wanted to think about adding another room and told it could be added to the contract later.

Our problems began with the subcontractors. A Hispanic couple arrived early in the day. Couple as in husband/wife. He spoke almost no English but began work immediately. We did our best to make sure we were getting it done according to the work order.

He telephoned his manager or so he said. He said his manager said not to do it and refused to remove the existing floor. His explanation was that the new LVP would stick and ruin the floor. My argument was if the plastic was put down first then the new floor would not stick.

They were here the entire day and late into the evening. Our salesman came to have us sign a work order to include another room and spoke to the installer in Spanish, ignoring our questions but told us we would be reimbursed for the work/materials not done.

After he left the installer asked us who he was! If they didn't know one another then what did they talk about? At one point he told us he never received the work order. Later he told us he had one on his phone.

A few days later we noticed a place in the floor that we were very specific about correcting. Because it wasn't, the problem was transferred to the new LVP. Over the following days more flaws appeared. The floor is failing.

Enter Customer Service. "Blah, blah, blah, bla, we are sorry for your inconvenience and will expedite your problem. Here's your reference number and have a nice day."

It took about a week to get a reply. We were told they would send out an inspector for us. The inspector they sent was the original installer who drove 90 minutes to speak to us for five minutes. (Note: His English was MUCH better that day).

About 3 weeks later they sent out another inspector who told us that the floor would be taken out and the tiles under removed.

Relieved there was a solution he included a "But . . . "

At our own expense we would have to hire someone to install a new sub floor! Well there's some fine print for you. They left. I emailed the person we had talked to originally and as far she has not replied. Actually no one has.

Would I recommend this company? No, you would be better walking on dirt.

We paid for expensive LPV. In addition we paid for them to remove the vinyl tiles, bumps and imperfections which would be filled by "Pro Patch" then a plastic moisture barrier over it before the new LVP was put in.