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Empire Today installed Galewood series vinyl Plank flooring in our house (1,200 s ft - cost 8.1k) with a "lifetime" wear and structural warranty in September of 2021. The prior laminate floor was fine - 4 worn boards that could have been replaced - but was an ugly yellow. Empire removed old laminate and installed vinyl flooring. We bought a new vacuum, use only Swiffer, and got new feet and rollers for all our furniture - based on what we were told the warranty required.
A few months later I called because the floor edges were starting to pull up in a few spots. The person who led the install team came out and said there were NO on-site issues that would cause the problem and that they would have someone call to schedule a warranty repair. A rep called a while later and said it would cost $600 to repair because of ‘site damage’. I said there was NO site damage - and I cited all the info above. I asked if they would escalate.
In May of 2022, they called to say a manager was going to come out and review the floors. I asked them to proceed but they never came out and I got preoccupied with my son's graduation, college prep, and my leukemia treatment and didn’t call them back for another several months to check on things.
I have been arguing with them since. They WILL NOT send someone out to review the floors unless I pay upfront even though I have the active full warranty. The last thing I heard from them was that I could hire a house inspector to look at the floor and IF they said the floor issues were their fault then they would send someone out to review. It’s been a total nightmare and now my floor is pulling up everywhere. Numerous people have said the floor was not properly handled by them prior to installation, causing the issue. We have throw rugs all over so that no one cuts their feet. It is causing us all significant stress and frustration to have spent all this money with a company that is supposedly reputable only to find out they are a FRAUD!
Desired outcome: I would like the damaged planks replaced and/or my money back. This is insane to cause me this much stress for a product that was supposed to be reputable. I have tried to resolve in the standard channels and am getting no where
This complaint has been resolved automatically due to user's inactivity.
